Client Center employees are responsible for engaging with customers through various service channels, including phone calls, email, social media, and online chat. They are expected to represent the organization by providing a positive, professional experience while consistently meeting or exceeding customer expectations.
Essential Functions/Responsibilities:
Respond to customer inquiries related to banking products and services via telephone, email, social media, and online chat platforms.
Identify sales opportunities and refer clients to appropriate sales associates.
Stay current on all products, services, policies, and procedures.
Resolve customer inquiries or issues regarding loan products.
Conduct account research and use available resources to resolve customer issues.
Perform account transactions and maintenance activities accurately.
Strive for first contact resolution of customer inquiries, transactions, and problems.
Escalate complex customer requests requiring additional knowledge or expertise, as directed by department leadership.
Minimum Knowledge, Skills, and Abilities Required:
High school diploma or equivalent (GED).
Proven ability to deliver excellent customer service.
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