Customer Care Center Agent ~ Southern Bank

Company: Southern Bank
Location: Rocky Mount
Posted on: June 7, 2021

Job Description:

The successful Customer Care Center Agent will provide clients with accurate answers and information concerning their accounts, policies and procedures within established service levels and service quality metrics.

SPECIFIC JOB FUNCTIONS (DUTIES/RESPONSIBILITIES):

Provide service support to Southern Bank clients initiating contact via the Customer Care Center, which may involve questions regarding products, online support and their accounts.
This position communicates directly with clients, as well as internal service partners, to effectively resolve issues, questions, and service requests.
The Customer Care Center Agent will utilize skills and expertise to deliver premier customer service through defined procedures, established policies, and their own robust knowledge.
This position is responsible for client satisfaction and retention through accurate and thorough processing, efficient problem solving, and effective service partner assistance.
Perform other duties as assigned.

JOB REQUIREMENTS:

KNOWLEDGE/SKILLS/ABILITIES REQUIRED:

Maintain a professional and pleasant manner under pressure
Maintain up-to-date knowledge of all Bank services and products
Proactive teamwork and cooperation
Adhere to established service level and quality assurance metrics
Excellent customer service skills including ability to handle difficult customer situations
Excellent communication and listening skills
Ability to handle detailed documentation
Ability to engage with clients verbally while simultaneously completing online documentation of the conversation
Strong PC skills with emphasis on Microsoft office applications
Previous experience in service desk environment preferred

EDUCATION/EXPERIENCE REQUIREMENTS:

High School diploma or general education degree (GED) or equivalent.
Previous community Banking experience with new accounts preferred.
One to two years of previous experience in customer contact or sales roles preferred.
Capable user of standard office equipment/software applications.

Keywords: Southern Bank, Rocky Mount , Customer Care Center Agent ~ Southern Bank, Other , Rocky Mount, North Carolina