Customer Service Associate (Finance Program)

Summary / Objective:

We are Customer and Employee Obsessed. Customer Service Representatives are leaders who consistently Insist on the highest standards and display ownership by developing the best. They accomplish results by providing great experiences to our customers, always following the stated policies and procedures.

The Customer Service Associate is responsible for delivering our vision and building relationships with our customers in a call center environment.  This position requires you to demonstrate leadership skills and genuine interest in contributing to the culture and supporting the customers to achieve their financial goals while maintaining the trust of our customers and communities.

Essential Functions:

Customer Service Representative responsibilities include but are not limited by the ones described as follows.

• Manage customer relationships in an inbound/outbound call center and work in a fast-paced environment that requires accuracy, use of critical thinking while multi-tasking, toggling between multiple systems and reaching resolutions in an efficient manner.
• Will be required to meet and/or exceed minimum performance standards and will be measured with incentive opportunities across multiple operational thresholds.
• Provides timely and accurate customer service support such as processing service requests and account updates, resolving issues, and providing information regarding banking products, policies, online services, and customer accounts.
• Actively identifies appropriate opportunities to market additional bank products and effectively cross-sell products to meet the customer’s needs.
• Will be required to read frequent updates and learning material; and must be able to implement immediately into calls with accuracy.
• Demonstrate flexibility to perform every other duty as assigned.  

Competencies:

• Ability to work within the operating hours and days for this position; demonstrate good attendance and punctuality.
• Ability to learn multiple banking systems, including Microsoft Word and Outlook.
• Knowledge of/or ability to quickly learn banking and lending products, services, policies, procedures, regulatory guidelines, as well as engaging in a sales and service process.
• Ability to maintain the highest level of confidentiality, follow directions, and apply proper policies, procedures and guidelines.
• Excellent organizational skills with the ability to prioritize workload and multi-task in a fast pace environment while maintaining accuracy and attention to detail.
• Demonstrated ability to maintain composure and convey a positive attitude while interacting with customers and internal team members.
• Outstanding listening and communications skills, both written and verbal.
• Customer service orientation with effective problem-solving abilities.
• Ability to meet or exceed business goals and objectives, while fostering a team atmosphere
• Comfortable receiving ongoing performance feedback and coaching.

Qualifications:

• Customer service mentality with a positive attitude!
• 5 or more CXCS including the English Language /High School Leaving certificate /Heart Level II certificate or equivalent qualifications.
• At least 12 months BPO Experience or Ability to work within the operating hours and days for this position; demonstrate good attendance and punctuality.
• Ability to learn multiple banking systems, including Microsoft Word and Outlook.
• Knowledge of/or ability to quickly learn banking and lending products, services, policies, procedures, and regulatory guidelines, as well as engaging in a sales and service process.
• Ability to maintain the highest level of confidentiality, follow directions, and apply proper policies, procedures and guidelines.
• Excellent organizational skills with the ability to prioritize workload and multi-task in a fast-paced environment while maintaining accuracy and attention to detail.
• Demonstrated ability to maintain composure and convey a positive attitude while interacting with customers and internal team members.
• Outstanding listening and communication skills, both written and verbal.
• Customer service orientation with effective problem-solving abilities.
• Ability to meet or exceed business goals and objectives, while fostering a team atmosphere
• Comfortable receiving ongoing performance feedback and coaching.
• Excellent English skills
• Demonstrated Critical Thinking ability, conversational & persuasive.
• Excellent communication skills (verbal & written). Writing background (grammar buffs wanted)
• Must have copies & originals of your qualifications, TRN, NIS, and ID
• Must be able to train and/or work onsite.
• Must be flexible to work ANY Full-Time Shift including weekends and holidays
• Ability to deal with stress & work pressure in fast-paced environment.
• Must be flexible to work any 8 hours shift within 24 hours, any 5 days of the week.

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computer, headsets.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• The employee is regularly required to talk or hear, the employee is frequently required to stand, walk, use hand to finger, handle and reach with hands and arms.

Position hours / Expected hours to work:

• This is a full-time position. must be flexible to work any 8 hours shift within 24 hours, any 5 days of the week. and open to changes as needed by client requirement, with the understanding that you behold a critical position that operates 24/7 and your attention may be needed at any given time.

Background Check:

• Employment is subjected to favorable completion of reference checks.

Travel:

Non-Applicable

Disclaimer:

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification, its not designed to contain or to be interpreted as comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Employer reserves the right to modify this job description, including by adding, removing and altering job duties.