Banking Support Specialist

Banking Support Specialists

In this role, Banking Support Representatives are responsible to provide first in class customer support and sales for the product and service lines offered by our client.  The types of customer inquiries will include, but will not be limited to requests for customer care, billing inquiries, account modifications, product/service information, and sales.  The Representative will use dynamic communication strategies to educate the customer on all aspects of the product/service offered optimizing sales opportunities and ultimately ensuring customer satisfaction.

As a Banking Support Specialist, you are here to help:

• Receives and responds to potential or existing customers providing world-class customer care, handling billing inquiries, and realizing new sales opportunities through communication mediums of telephone, chat, and Email. Main activities include:
• Ensures customer retention through listening, understanding, and responding to customer concerns and/or questions.
• Creates an enviable customer service and sales environment based on strong ethics and the principles of integrity, honesty, and respect.
•  Develops in-depth and comprehensive knowledge of all products and/or service offerings provided by the client.
• Identifies and sells to the customer’s needs, additional product and/or service offerings made available so that all sales targets are met or exceeded.
• Presents customer-focused solutions in both a timely and positive manner to address, influence, and resolve customer needs to their full satisfaction as well as balancing the impacts on the business.
• Provides transparency in the various lines of support with representation that meets the client’s and their customers’ needs.
• Documents required customer information as well as each support step taken within the customer contact, into the Customer Relationship Management (CRM) or other similar tools used.
• Follows up and communicates with specific departments to escalate and resolve more complex problems/concerns.
• Provides feedback to improve the business practices which will increase client/customer satisfaction and employee morale.
• Learns and embraces new call center initiatives and training as business needs change.

HOW TO MAKE A DIFFERENCE

• Go the extra mile to delight our customers!
• The ability to meet and exceed set goals.
• Build sustainable relationships of trust through open and interactive communication.
• Accurately document and update records in required systems.
• Provide prompt resolutions to customer inquiries by providing appropriate and accurate information.
• Answer incoming calls from customers concerning technical support issues and inquiries in a professional, polite, and courteous manner.
• Field billing inquiries from customers while assisting in activating new service provisions, providing plan upgrade information, and cross-selling when applicable.
• Being mature and professional.

BENEFITS

• Paid time off
• Medical, dental and vision
• Performance pay incentives
• Career growth opportunities

QUALIFICATIONS

• Applicants must be 18 years of age or older.
• Requires 5 subjects of CSEC exam certification, diploma or equivalent.
• Excellent communication and presentation skills.
• Prior customer service or call center experience on a banking account is preferred.

Please contact us if you need additional information 876-960-5537