Call Center Representative.

Call Center Representative. - RCSPL Canada Inc

Date Posted: Jul 29, 2022

Job Detail

Location:

Bon Accord, Alberta, Canada
Company:

RCSPL Canada Inc
Type:

Full Time/Permanent
Shift:

Second Shift (Afternoon)
Career Level:

Entry Level
Positions:

6
Experience:

Entry Level
Degree:

Bachelors
Apply Before:

Aug 31, 2022

Email to Friend Add to Favourite Report Abuse

Job Description

Job details

Job Type

Full-time

Benefits

Full Job Description

Division: Retail Banking

Department: Call Center

Reports to: Call Center Manager

Status: Non-exempt

Grade: 6
Location: 386 Main Street, Worcester, MA

**Remote work option available**

Purpose/Objective:

Provides superior customer service and demonstrates desire to help responding to calls from both internal and external customers. Serves as the customer service telephone liaison for Berkshire Bank. Responds to inquiries, performs research to resolve issues, educates customer and promotes Berkshire Bank’s products and services. Identifies and offers new opportunities and solutions to meet customer’s needs.

Key Accountabilities :

Responds to incoming calls from both internal and external customers. Ensures excellent customer service by responding to general account inquiries, deposit and loan rate requests, information about products and services, Online Banking and ATM/Debit Card issues. Performs PIN resets, Online Banking and e-Statement set up and check order requests. Responds to Web Support, Travel Note and Online Banking inquiries. Compiles information from customer and files EFT complaints for reports of unauthorized electronic activity on accounts. Follows through with all customer issues and provides ongoing assistance as needed. Identifies customer needs and offers new opportunities to customers by cross selling or referring to appropriate business line to deepen customer relationships. Supports and participates in bank initiatives and sales campaigns. 45%

Researches and resolves customer issues; manages difficult situations. Follows up on all resolutions to ensure customer satisfaction. Identifies and escalates difficult customer situations to the appropriate party. Prepares customer correspondence as needed. 25%

Processes all applicable customer account documentation to ensure compliance with Bank policy. 10%

Stays abreast of products and service offered, applicable laws and regulations, and policies and procedures. Continually advances level of knowledge to ensure the development of a full service Call Center, which may include account opening, loan applications, loan payments and various other customer service requests. 10%

Assists branch staff and customers in resolving issues with ATM/Debit card and Online Banking usage to ensure customer satisfaction. Responds to questions from branch staff and customers and may assist in training to enhance process understanding. 10%

Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one’s duties.

Education :

High School diploma

Experience :

Minimum 3 years’ banking experience

Skills & Knowledge :

Proficient with MS Office products (Word & Excel) and the Internet
Problem solving ability
Excellent customer service skills
Ability to work in team environment
Ability to multi-task
Excellent communication and interpersonal skills
Excellent telephone and active listening skills
Ability to elicit customer needs with speed and composure
Ability to handle difficult situations and customers
Courteous, positive attitude
Ability to speak multiple languages a plus

Berkshire Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.

Skills Required

COMMUNICATION

Job is expired

Company Overview

RCSPL Canada Inc

Mississauga, Ontario, Canada

9 Current Jobs Openings

We, at Riddhi Corporate, focus on delivering excellent results for our clients and help make their business grow. We customized and adapt our outsourcing solutions to address the specific needs of your business and help you reach your business goals... Read More

Job Detail