Title: Customer Service Representative
Location: Columbus, OH
Duration: Contract to Hire
Our client, a leading digital bank, has an immediate need for Customer Service Representatives.
The Customer Service Representatives will demonstrate excellent decision-making abilities, mitigate risk and ensure contractual Service Level Agreements are adhered to. This role also serves as part of the Digital Support Team by fielding all incoming customer phone calls and various forms of digital communication from clients. This position is responsible for solving customer issues, performing various account maintenance requests and providing additional support as necessary to create a seamless one touch resolution for each customer. This role also requires a high level of dedication to providing excellent customer service both over the phone and through various digital channels.
ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES:
• Efficiently answer inbound calls, secure messages and other communications from digital
bank clients.
• Accurately manage communication for new digital bank customers related to new
account onboarding.
• Solve problems and answer questions; listen to and anticipate clients’ needs in order to
completely and accurately resolve their issue on first contact, reporting problems in
systems and identifying client impacting situations proactively
• Utilize numerous programs and systems to investigate, troubleshoot and resolve client
tickets and inquiries.
• Actively participate in testing of bank environments, validation of data and use of
systems to adequately verify new code and enhancements are fully vetted.
• Monitor Digital Bank applications and decision based on structured account onboarding
procedures while adhering to respective regulations and policies.
• Complete all transactions with accuracy and within guidelines, policies or procedures,
exercising discretion and independent judgement.
• Develop oneself professionally by participating in training, engaging in self-improvement
initiatives and skill-building activities to enhance product knowledge, systems
knowledge, sales and client relations skills.
• Actively participate in coaching and feedback sessions by setting goals and achieving
results.
• Proactively take advantage of opportunities to become more involved with job training on
processes or procedures through daily job functions.
• Perform all other related duties as required or assigned.
QUALIFICATIONS:
• Associate’s Degree OR equivalent experience in a related field
• Working knowledge of computer hardware and software systems, and diagnostic utilities
• Expert communication and documentation skills, both verbal as well as written
• Strong technical training skills and detail oriented
• Exceptional interpersonal and client engagement skills
• Proven analytical and problem solving abilities
• Ability to prioritize work to meet deadlines
• Maintain flexibility in schedule to allow for occasional travel
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