1st Source Bank - South Bend, IN
posted 2 months ago
Full-time - Entry Level
South Bend, IN
Credit Intermediation and Related Activities
About the position
The Inbound Customer Service Center Representative I is responsible for providing quality service to clients via telephone, addressing both internal and external customer inquiries, and assisting in problem resolution. The role requires a flexible schedule to accommodate the center's operating hours, which include evenings and Saturdays. The representative will work closely with the management team to evaluate and improve customer service processes, ensuring a high level of customer satisfaction and loyalty.
Responsibilities
- Respond accurately to both external and internal customer inquiries.
- Assist the management team in evaluating the approach to resolving client online banking and accessibility issues.
- Make recommendations for improving solutions based on IT training and experience.
- Service existing and potential customers via telephone inquiries.
- Listen carefully and ask targeted questions to gather information from customers.
- Exceed customer expectations through superior service delivery.
- Maintain knowledge of products, procedures, and policies to effectively assist customers.
- Provide efficient customer service while meeting established productivity metrics.
- Work effectively both individually and as part of a team.
- Develop rapport with customers and discover their needs.
- Complete compliance training as required.
- Understand and comply with applicable laws and regulations.
- Use various computer systems for information gathering and troubleshooting.
- Perform other duties as assigned.
Requirements
- One or more years of previous banking experience preferred.
- Ability to work in a team atmosphere.
- Excellent communication skills, particularly in a phone-based environment.
- Strong problem-solving skills.
- Strong organizational and time management skills.
- Ability to treat people with respect and instill trust.
- Bilingual speaking (English/Spanish) preferred.
- Computer skills in Word and Excel; ability to navigate various software and systems.
Nice-to-haves
- Bilingual speaking (English/Spanish) preferred.
