Responsibilities
· Provide high touch customer care for all of our clients’ Consumer banking customers
· Manage and prioritize a high volume of case work through various channels of communication both externally and internally. Phone, Email, direct messaging, etc.
· Provide escalation support for Tier 1/Tier 2 Shared Resources team.
· Ensure customers experience exceptional service by providing clear, concise written and verbal communication for internal and external customers.
· Act as subject matter expert for Consumer products, services and systems as well as partnering with non-consumer lines of business with ties to consumer products and services.
· Communicate directly with clients regarding all consumer products and services and maintain a flexible learning approach to ongoing changes relating to those products and services.
· Partner with client onboarding specialists including assistance with customer onboarding and documentation requests.
· Abide by our client’s policies, procedures, and regulatory compliance guidelines.
· Advanced organizational skills, prioritizing business needs and meeting service level agreement deadlines.
· Utilize unique specialized skills as needed per direction of management.
· Provide exceptional client experience.
Qualifications
- Preferred 3+ years of banking experience, with a demonstrated knowledge of consumer products, systems and services recommended.
- General working knowledge of all applicable banking laws and regulations
- Customer service oriented, with a strong orientation for sensitivity and professionalism when handling customer calls, questions, and concerns.
- Strong oral presentation and training delivery skills in-person and over the phone required
- Excellent problem-solving, analytical and critical thinking skills
- Demonstrated ability to influence and establish positive working relationships across the organization required
- Results oriented in a high-performance team environment
- Self-starter and ability to multi-task in a fast-paced environment
- Outstanding organization and effective time management skills
- Proficiency in the use of Microsoft Office products (MS Word, MS PowerPoint, MS Excel)
- Must be able to work a flexible schedule that will include a rotation of evening and Saturday hours.
Job Types: Full-time, Contract
Salary: $16.00 - $20.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Experience level:
- 1 year
Shift:
- Day shift
- Evening shift
- Morning shift
- Night shift
- Rotating shift
Weekly day range:
- Monday to Friday
- Weekends as needed
Work setting:
- Call center
- In-person
Experience:
- Banking: 1 year (Preferred)
Language:
- Spanish (Required)
- English (Preferred)
Ability to Commute:
- Augusta, GA (Required)
Work Location: In person