Call Center Specialist I-Customer Service
Bank OZK
- Cumming, GA
- Permanent
- Full-time
- Greets customers on the telephone professionally and promptly.
- Follows communication scripts provided for given topics.
- Responds to phone or email inquiries of a specific or general nature.
- Determines appropriate response or direction for a caller.
- Resolves problems within given authority.
- Identifies customer needs, clarifies information, researches every issue and provides solutions and/or alternatives.
- Performs duties, such as processing account balance or transfer requests, stop payment orders, change of address and other customer requests or authorizations.
- Handles and resolves customer complaints in accordance with Bank policy and procedure.
- Identifies and escalates priority issues.
- Routes calls to appropriate resources, if needed.
- Conducts follow-up calls with customers on items not able to be resolved on initial call.
- Responsible for meeting personal and team target key performance indicators (KPIs).
- Attends frequent training to stay informed of changes in systems, processes, and procedures.
- Performs assigned interactive voice response (IVR) responsibilities.
- Maintains good attendance and punctuality to work.
- Follows Bank policy, procedures and guidelines.
- Performs all other duties as assigned.
- Knowledge of online banking software functionality.
- Knowledge of internet terms, access, and usage.
- Ability to communicate effectively both verbally and in writing.
- Ability to demonstrate effective customer service skills.
- Ability to demonstrate effective organizational skills.
- Ability to use telephone technology effectively.
- Ability to troubleshoot and resolve general customer issues.
- Ability to work effectively with others on the team.
- Ability to adhere to Bank policies and procedures.
- Ability to remain professional in all work situations.
- Ability to multi-task and manage changing job demands.
- Ability to work Saturdays.
- Ability to work additional and/or flexible hours and shifts, as needed.
- Ability to apply common sense understanding to issues involving multiple variables.
- Multi-function device
- Telephone
- Problem-solving
- Greets customers on the telephone professionally and promptly.
- Follows communication scripts provided for given topics.
- Responds to phone or email inquiries of a specific or general nature.
- Determines appropriate response or direction for a caller.
- Resolves problems within given authority.
- Identifies customer needs, clarifies information, researches every issue and provides solutions and/or alternatives.
- Performs duties, such as processing account balance or transfer requests, stop payment orders, change of address and other customer requests or authorizations.
- Handles and resolves customer complaints in accordance with Bank policy and procedure.
- Identifies and escalates priority issues.
- Routes calls to appropriate resources, if needed.
- Conducts follow-up calls with customers on items not able to be resolved on initial call.
- Responsible for meeting personal and team target key performance indicators (KPIs).
- Attends frequent training to stay informed of changes in systems, processes, and procedures.
- Performs assigned interactive voice response (IVR) responsibilities.
- Maintains good attendance and punctuality to work.
- Follows Bank policy, procedures and guidelines.
- Performs all other duties as assigned.
- Knowledge of online banking software functionality.
- Knowledge of internet terms, access, and usage.
- Ability to communicate effectively both verbally and in writing.
- Ability to demonstrate effective customer service skills.
- Ability to demonstrate effective organizational skills.
- Ability to use telephone technology effectively.
- Ability to troubleshoot and resolve general customer issues.
- Ability to work effectively with others on the team.
- Ability to adhere to Bank policies and procedures.
- Ability to remain professional in all work situations.
- Ability to multi-task and manage changing job demands.
- Ability to work Saturdays.
- Ability to work additional and/or flexible hours and shifts, as needed.
- Ability to apply common sense understanding to issues involving multiple variables.
- Multi-function device
- Telephone
- Problem-solving
- Minimum of one (1) year of experience with PCs, typing and using the internet required.
- Minimum of one (1) year of experience in a call center, retail, or other high-touch customer service position preferred.
- Prior bilingual customer service experience preferred.