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Customer Care Center Agent - Southern Bank

Company: Technekes
Location: Rocky Mount
Posted on: May 12, 2019

Job Description:

The Customer Care 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. To 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.SDL2017

Keywords: Technekes, Rocky Mount , Customer Care Center Agent - Southern Bank, Sales , Rocky Mount, North Carolina

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