Customer Service Specialist

Job Summary

Working remotely full-time within the Bank's footprint, the Customer Service Specialist I will identify, respond to, and resolve customer requests related to bank products and services while adhering to established service levels and metrics.

Key responsibilities

• Process inbound calls, addressing account questions and customer requests while utilizing training materials for resolution
• De-escalate customer issues and maintain ownership of requests through to resolution, ensuring customer satisfaction
• Attend weekly quality review meetings for ongoing development and adhere to performance metrics for call handling and customer service quality

Required qualifications

• High school diploma or GED required
• Minimum of one year of customer service experience, preferably in banking or a financial institution
• At least one year of contact center experience or equivalent required
• Proficiency in using personal computers and managing home networking to support remote work
• Familiarity with Android and Apple products, as well as supported web browsers and operating systems