Job Description

Summary:

Are you looking to be a critical member of a team and excel in telephone Customer Service? Then we have the perfect DIRECT HIRE Call Center Customer Service Representative position for you! Our client on the West side of Madison is looking to add a Customer Service Representative to their growing team. In this role you will be working with banking customers assisting with varied needs. Apply today to be considered!

• Full-time schedule Monday-Friday 7:45 a.m. – 6:15 p.m. with varying shifts of opening, closing, and mid-day. 1-2 Saturdays per month from 9:00 a.m. – 12:00 p.m. You receive a half day during the week off if you are working Saturday.
• Pay is $41,600 per year based on experience.

Responsibilities:

• Responding to client inquiries to learn about and address their needs, complaints or other issues in a timely and accurate way, via phone, email or live chat
• Engaging in active listening with clients, confirming or clarifying information and diffusing angry clients, as needed
• Analyzing and reporting malfunctions in products and services
• Informing clients about new features and functionalities of electronic banking and card products
• Utilizing software, databases and other tools appropriately and performing day-to-day account maintenance accurately and in accordance with bank policies, procedures and internal controls
• Auditing system changes made by others within the department
• Contributing to the creation and maintenance of department procedures and guides
• Assisting in the testing of the Bank’s Business Continuity Plans
• Operate a virtual cash drawer to efficiently and accurately process transactions while maintaining an accurate cash balance and record of all transactions.
• Assist clients with all routine Teller transactions, such as cash and check deposits, cash withdrawals, transfers, account balance inquiries, account maintenance and servicing.
• Facilitate ITM process for customers by providing step-by-step guidance through transactions.
• Recommend bank products and services to meet the needs of our clients and make appropriate referrals to other areas of the bank.
• Assist with ITM reports, balancing and/or audits to ensure the ITM Department is operationally sound and secure.
• Coordinate efforts with IT staff to resolve technology issues quickly.
• Assist with training new and existing employees, including Navigator, Integrated Teller, SCO procedures, ITM software, PBNet, policies and procedures, products, and cross selling.

Qualifications:

• High School Diploma or equivalent
• Exceptional customer service, active listening, strong verbal and written communication skills, professional phone voice
• Banking experience a plus
• Fluency in Spanish is a bonus
• Understanding of bank products, services, and polices including familiarity with confidentiality and security requirements
• Proficiency with Microsoft Office and strong typing skills
• Experience with CRM software is a plus

#MMAS

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