Banking Support Specialist

Job Description

Responsibilities:

• 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.

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.