Client Care Center Specialist
VantageSouth Bank - Greenville, NC

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DESCRIPTION

The Client Care Specialist provides world class service to both internal and external customers by providing product and service information and by resolving product and service issues.

DUTIES

Provide world class service to customers utilizing the multi-channel network of phone, email, text chat, web, fax and mail by meeting and/or exceeding the Center's Service Level Agreements (SLA's). Detailed and daily responsibilities for this position are outlined in the Center's training documents.
Resolve product or service issues and/or concerns by clarifying customer request, determining the cause of the issue, selecting and explaining the best solution to solve the issue, expediting the correction or adjustment, and following up to ensure resolution is adequate.
Maintain customer records by continuously updating the account information.
Attract potential customers through product and service related questions and comments by accurately matching customer needs to appropriate VSB products. This includes referring the customer to appropriate partnership departments for additional product as needed.
Open new accounts by recording appropriate account information.
Protect VSB and the customer's assets and income by thoroughly explaining and adhering to bank policies and procedures which include bank charges, special programs, product requirements, rates, etc.
Maintain a high-level of communication to management of irregular and/or recurring problems and when possible suggests improvements.
Recommend potential product or services to management through the collection of customer information by analyzing customer needs.
Contribute to team effort by accomplishing related results as needed.
Work non-standard hours including after hours and weekend work as needed.

QUALIFICATIONS

Must have a minimum of a high school diploma.
Strong computer skills
Solid multi-tasking ability
Excellent listening and phone skills
Strong problem-solving and conflict resolution skills
Excellent organization and documentation skills
Highly motivated with a positive attitude
Customer service experience desired
Call center experience desired
Provide world class service to customers utilizing the multi-channel network of phone, email, text chat, web, fax and mail by meeting and/or exceeding the Center's Service Level Agreements (SLA's). Detailed and daily responsibilities for this position are outlined in the Center's training documents.
Resolve product or service issues and/or concerns by clarifying customer request, determining the cause of the issue, selecting and explaining the best solution to solve the issue, expediting the correction or adjustment, and following up to ensure resolution is adequate.
Maintain customer records by continuously updating the account information.
Attract potential customers through product and service related questions and comments by accurately matching customer needs to appropriate VSB products. This includes referring the customer to appropriate partnership departments for additional product as needed.
Open new accounts by recording appropriate account information.
Protect VSB and the customer's assets and income by thoroughly explaining and adhering to bank policies and procedures which include bank charges, special programs, product requirements, rates, etc.
Maintain a high-level of communication to management of irregular and/or recurring problems and when possible suggests improvements.
Recommend potential product or services to management through the collection of customer information by analyzing customer needs.
Contribute to team effort by accomplishing related results as needed.
Work non-standard hours including after hours and weekend work as needed.

VantageSouth Bank - 13 months ago - save job - block