Call Center Customer Service Representative

Ultimate Staffing is seeking a dynamic and customer-focused individual for a direct hire role for a bank in Bethesda, MD In this role, you will be the first point of contact for customers, providing assistance with online banking services, addressing inquiries, resolving issues, and ensuring an exceptional customer experience. The hours are 12pm-8pm Monday through Friday. Salary is up to $50k.

Responsibilities:

• Customer Assistance: Handle inbound calls from customers regarding Internet banking services, assisting with account information, online transactions, password resets, and navigating the online platform.
• Issue Resolution: Investigate and resolve customer concerns, discrepancies, and technical issues related to online banking. Escalate complex problems to the appropriate department for timely resolution.
• Product Knowledge: Stay informed about the bank's Internet banking products and services. Provide clear and accurate information to customers regarding features, procedures, and security measures.
• Technical Support: Offer technical support to customers encountering difficulties with the online banking platform. Troubleshoot common issues, guide customers through step-by-step solutions, and escalate technical problems as needed.
• Customer Education: Proactively educate customers on the functionalities and benefits of online banking. Guide them on utilizing self-service options and promote digital banking solutions.
• Quality Assurance: Ensure that all customer interactions are documented accurately and comprehensively in the customer relationship management (CRM) system. Maintain high-quality standards in communication.



Requirements:

• Previous experience in a Customer Service role, preferably in a Call Center environment.
• Strong verbal communication skills and the ability to convey complex information clearly.
• Familiarity with Internet banking platforms and online financial transactions.
• Excellent problem-solving skills and the ability to handle challenging customer situations with empathy.
• Basic understanding of banking products, services, and security measures.
• Tech-savvy with the ability to navigate and troubleshoot online banking systems.
• Flexibility to work in a fast-paced environment

All qualified applicants will receive consideration for employment without regard torace, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status.We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.