Contact Center Specialist
: Job Details :

*Class looking to begin early January

*Hybrid work schedule - 4 days in office - 1 day remote after training*

*Interviews and Offers this week and next week*

Job description:

Pay: $23.00 - $26.00/hr. + weekly pay. (offer based on previous relevant experience)

Note: To be considered for this position candidates must have 1-2 years of relevant and relatable contact center/customer service experience with a banking institution.

Please see additional details below, I look forward to speaking with you!

About Us:

Our client is a leading financial institution committed to providing exceptional customer service and fostering strong relationships with their clients. They are currently seeking a Banking Customer Service Specialist to join their dynamic team.

Job Description:

The Banking Customer Service Specialist is responsible for delivering outstanding customer service to customers. This role involves answering inbound customer phone calls, addressing inquiries, and supporting operational improvements to exceed service levels. Operating under moderate supervision, the Banking Customer Service Specialist strengthens existing customer relationships, responds to general inquiries, and explores new business opportunities.

Key Responsibilities and Duties:

• Provide exceptional customer service and contribute to operational excellence.
• Respond to a high volume of low complexity general inquiries, utilizing pre-determined scripts and response guidance tools.
• Escalate or redirect customers to in-house resources as needed.
• Document customer feedback and complaints.
• Maximize cross-sales opportunities through customer profiling techniques.
• Identify and promote products to potential and existing customers.
• Develop in-depth knowledge of organizational products, programs, and team capabilities.

A Day in the Life:

The role involves handling 25+ calls per day, addressing clients' banking needs with a focus on high-level customer service. The position may require outbound calls to follow up on issues or questions. Regular team meetings and huddles ensure everyone stays informed.

Interaction Level:

This role involves interaction with hiring managers, managers, and Lead Consultants.

Top Priority for the Worker (First Few Weeks/Months):

The primary focus will be on learning the material and delivering excellent customer service.

Biggest Challenge in the Role:

The challenge is to stay engaged and continue asking questions to enhance performance and understanding.

Top 3 Must-Haves (Hard and/or Soft Skills):

• Top Customer Service/Soft Skills
• Financial Experience
• Contact Center

Top 3 Nice-To-Haves (Hard and/or Soft Skills):

• Customer Service Background
• Consultative/Sales Background
• Sales Background

Interactive Resources (iR) was built to provide a personalized approach to solving client and candidate needs while building sustaining relationships. In a world where technology advances by the minute, relationships are the variable that cannot be substituted with software.

Founded in 2006 in Jacksonville, Florida, iR has grown year over year expanding across the United States. iR was founded on the principles of Honesty, Trust, and Dedication. We take pride in the relationships we have built and continue to build, and we are dedicated to delivering the superior results that our clients and candidates come to expect and deserve. We love what we do!