Inbound Customer Service Center Representative I, Customer Service Center, South Bend, IN

1st Source Bank - South Bend, IN

Full-time - Entry Level

South Bend, IN

Credit Intermediation and Related Activities

About the position

The position involves providing quality service to clients via telephone, addressing both internal and external customer inquiries, and assisting in customer needs and problem resolution. The Customer Service Center operates Monday through Friday from 8 a.m. to 8 p.m. and on Saturdays from 9 a.m. to 1 p.m. Candidates must be available to work a flexible schedule.

Responsibilities

• Accurately respond to both external and internal customer inquiries ensuring that all needs are met during their initial contact.
• Assist Customer Service Center Management in evaluating the current approach to resolving client online banking, text banking, and VRU accessibility issues.
• Make recommendations based on IT training and experience to improve current solutions and develop a consistent troubleshooting program for technology issues.
• Service existing and potential customers via telephone inquiries.
• Listen carefully, probe for additional details, and ask targeted questions to gather information.
• Exceed customer expectations through superior delivery of products and services to enhance customer loyalty and expand relationships.
• Learn and maintain knowledge of products, procedures, and policies to make effective recommendations to customers.
• Provide efficient and responsive customer service while maintaining productivity metrics such as schedule adherence, availability, and attendance.
• Work effectively both individually and in a team environment.
• Develop customer rapport and discover customer needs.
• Complete compliance training as required.
• Understand and comply with all applicable laws and regulations.
• Use various computer systems for information gathering and troubleshooting as needed.
• Perform all other duties as assigned.

Requirements

• One (1) or more years of previous banking experience preferred.
• Ability to work in a team atmosphere.
• Excellent communication skills in a heavy phone-based interaction environment.
• Strong problem-solving skills.
• Strong organizational and time management skills to perform multiple tasks within a limited time frame.
• Ability to treat people with respect under all circumstances and instill trust in others.
• Bilingual speaking (English/Spanish) preferred.
• Computer skills (Word and Excel); ability to navigate through various software and systems.