Job Title: Customer Support Specialist
Skills: Customer Service, Phone support, Banking Knowledge
Experience: 3+ years
Location : Augusta, GA - 30907
Duration: Contract
We at Coforge are hiring a Customer Support Specialist with the following skillset :
Responsibilities
- Provide high touch customer care for all of our clients' Consumer banking customers.
- Manage and prioritize a high volume of case work through various channels of communication both externally and internally. Phone, Email, direct messaging, etc.
- Provide escalation support for Tier 1/Tier 2 Shared Resources team.
- Ensure customers experience exceptional service by providing clear, concise written and verbal communication for internal and external customers.
- Act as subject matter expert for Consumer products, services and systems as well as partnering with non-consumer lines of business with ties to consumer products and services.
- Communicate directly with clients regarding all consumer products and services and maintain a flexible learning approach to ongoing changes relating to those products and services.
- Partner with client onboarding specialists including assistance with customer onboarding and documentation requests.
- Abide by our client's policies, procedures, and regulatory compliance guidelines.
- Advanced organizational skills, prioritizing business needs and meeting service level agreement deadlines.
- Utilize unique specialized skills as needed per direction of management.
- Provide exceptional client experience.
Qualifications
- Preferred 3+ years of banking experience, with a demonstrated knowledge of consumer products, systems and services recommended.
- General working knowledge of all applicable banking laws and regulations.
- Customer service oriented, with a strong orientation for sensitivity and professionalism when handling customer calls, questions, and concerns.
- Strong oral presentation and training delivery skills in-person and over the phone required.
- Excellent problem-solving, analytical and critical thinking skills.
- Demonstrated ability to influence and establish positive working relationships across the organization required.
- Results oriented in a high-performance team environment.
- Self-starter and ability to multi-task in a fast-paced environment.
- Outstanding organization and effective time management skills.
- Proficiency in the use of Microsoft Office products (MS Word, MS PowerPoint, MS Excel).
- Must be able to work a flexible schedule that will include a rotation of evening and Saturday hours.