Bilingual Call Center Representative - New Milford
Job description
This position is responsible for contributing to the overall success of our Customer Service Call Center by meeting or exceeding customer service levels and executing operational objectives. This position handles a high volume of in-bound calls in a fast paced environment related to trouble shooting accounts, loans, products and services inquiries. Job knowledge and competency is built through structured step-by-step training and positive, supportive coaching from management and peers.
Customer Service
- Provide outstanding customer service, by following and fully supporting the USB Quality Service Standards while achieving departmental service goals and expectations.
- Handle customer service inquiries, internal and external ( Ex: Product knowledge, Bank Fees, etc.)
- Navigate through various software programs
- Handle cash transfers over the phone
- Respond to customer concerns and complaints in a timely manner.
- Ensure understanding of different titles of ownership.
- Keep up to date on varying rates, fees, regulatory information, funds availability and privacy regulations.
- Assist customers with inquiries related to Consumer USB Connect, and USB ATM/Visa Debit Cards or other banking products.
- Assist customers in acquiring new ATM/Visa Debit cards, complete disputes and/or cancel lost/stolen cards. When necessary or as appropriate, refer technically complex issues to the Customer Service Supervisor or Manager.
- Able to resolve customer issues with Consumer Online Banking, Mobile Banking, Bill Pay, People Pay and other digital products and services.
Sales
- Be able to discuss, recognize and cross sell new products and services that will meet the customer's banking needs.
- Meet individual monthly and quarterly goals,
- Assist in achieving overall department and bank goals.
- Provide follow-up to ensure sales and customer satisfaction is completed.
Teambuilding and Training/Coaching
Work with overall team to help reach department goals and always look for ways to enhance the overall team dynamic.
This position is 37.5 hours per week and schedules are based on hours of operations for the Customer Service Center. CSC Hours are Monday - Friday 7 am - 8 pm and Saturday 8 am - 1 pm.
*Candidates must be fluent in Spanish and or Portuguese*
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