Service Specialist
Investors Bank - Iselin, NJ

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Requirements:
QUALIFICATIONS

Key Competencies

* Customer service driven
* Strong verbal and written communication skills
* Active listening skills
* Problem solving
* Problem analysis
* Organizational skills
* Detail oriented
* Self-motivated
* Multi-tasking skills
* Adaptable to change
* Ability to manage stress
* Team work
* Demonstrates solid judgment
* Accurate in data input
* High energy individual

Education and Experience
* Three to five years experience in customer servicing role, preferably in an inbound Call or Contact Center
* Proficient in relative computer applications
* Knowledge of customer service principles and practices
* Knowledge of administration and clerical processes
* Relevant product knowledge (banking experience a plus)
* College degree preferred

Job Description:
POSITION OBJECTIVES
Utilizing state of the art Customer Relationship Management technology, client calls are directed to a toll-free telephone number that will be answered in the Short Hills Corporate office. Calls will be directed to an available Service Specialist who will demonstrate superior customer service skills 100% of the time and utilize the Investors Bank Care Center service protocol and provide world-class service to clients during every client interaction.

RESPONSIBILITIES
* Build client confidence and deepen the relationship of the client with Investors Bank by presenting a professional image during every telephone call
* Answer all incoming telephone calls within three rings (21 seconds)
* Provide the Investors Care Center standard client greeting during all calls, ensuring that the bank name and the Service Specialist's first name are given to the client at the beginning of the call
* Input all client information into the Investors Bank case tracking system 100% of the time
* Demonstrate active listening skills without interrupting the client
* Answer all client questions and provide solutions to meet the client's needs
* Accurately record all pertinent information required for research, adjustments or resolution of the request
* Work in partnership with all business partners, support departments and branches to achieve success in resolving the client's issue within the service level of the call type
* Demonstrate a thorough knowledge of bank products, processes and procedures during every client interaction
* Complete all additional paperwork required to facilitate any research required to answer the client's request in a quality fashion
* Return all voice mail messages from clients or business partners within the Care Center standard
* If the resolution time exceeds the Service Level Agreement (SLA), telephone client to inform them of the delay and confirm that the request is still in process
* Review all open cases daily to ensure that all cases are current and/or closed properly with the resolution communicated to the client
* Acknowledge and respond to all incoming email and Instant Messages from clients following standard Care Center procedures
* Recommend process improvements based on repetitive client issues or complaints

SUPERVISORY RESPONSIBILITIES

None

Investors Bank - 14 months ago - save job - block
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About this company
17 reviews
When you join Investors Bank, you will become part of a community bank dedicated to providing excellent service to all our customers....