We are seeking a Customer Service Rep to join the team of our client, a financial institution at their Fitchburg location.
Position overview:
The Customer Service Rep will assist clients and associates with inquiries, requests and complaints. They will speak and live-chat with clients, listen to them to gain a thorough understanding of their needs, and offer solutions and keep client experience & satisfaction at the core of every decision and behavior.
Essential Functions and Duties
- 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
- 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.
Qualifications:
- High School Diploma or equivalent
- Previous customer service experience
- Exceptional active listening, strong verbal and written communication skills, professional phone voice
- Additional education and/or prior experience in banking is preferred
- Fluency in Spanish is a bonus
- Understanding of bank products, services and policies including familiarity with confidentiality and security requirements
- Proficiency with computers, Microsoft Office products and strong typing skills. Experience with CRM software is a plud
Schedule:
**The hours of the position are Monday - Friday 7:45am - 6:15pm with varying shifts of opening, closing, and mid-day. 1-2 Saturdays per month from 9am - 12pm. You receive a half day during the week if you are working Saturday**
Requirements:
Pay: $$20 - $24/hr. based on previous experience
Client is a reputable employer and offers great benefits and perks upon hire including
401(k), Dental insurance, Health insurance, Paid time off, Vision insurance
Interested candidates can apply may ways:
- Call or text to speak with a recruiter
- Submit online application
- Send resumes to jobs.fitchburgwi@expresspros.com