A leading Bank in Boston, MA is looking to hire Customer Experience Advisers to work in a highly active, fast-paced environment. Ideal candidate would be someone with banking experience, Teller experience, or who is looking to start a career in the financial environment. Some customer service experience is a plus.
This is a temporary position with a potential to turn permanent for the right candidate. Interested candidates may reply with their resumes and we'll get in touch.
Uses appropriate telephone, chat, email and social etiquette. Greets and communicates with customers. Follows recommended scripts as well as required verification techniques.
Takes ownership of customer concerns and resolve customer issues at first point of contact.
Uses effective communication skills to calm irate customers. Escalates relevant customer issues to a lead or supervisor when appropriate.
Consistently meets or exceeds monthly department quality service performance standards outlined in the monitoring expectations.
Researches all customer requests and insures proper customer follow-up. Updates notes in all applicable systems for all inquiries and customer service issues including CRM.
Accurately completes on-line account transactions, maintenance, and service requests from customers and for other areas of the bank as defined in the online process documents.
Maintains an excellent understanding of Bank products and services, procedures, policies and appropriate regulatory issues in relation to deposit and transaction accounts. Offers products and appropriate options in order to resolve issues and retain customers. Ask questions to determine customer needs.
Participates in team activities including team meetings, facilitation of team meetings, sharing knowledge, contributing to team meeting agendas, and sharing and reaching team goals.
Follows policies outlined in the Customer Service Department Guidelines.
High School Diploma or GED.
Must have a minimum of one year customer service experience, preferably banking.
Ability to process accurate and detailed paperwork; excellent verbal and written communication skills.
Ability to multitask in a fast-paced environment.
Strong problem resolution skills.
Experience with electronic applications such as online chat, online banking, mobile banking, and ATM/Debit card transactions.
Ability to use/learn current technology and software applications related to position.
Excellent interpersonal and verbal communication skills required.
Strong computer skills with the ability to navigate between different platforms regularly at a fast pace.
Proficient use of Microsoft Office products including drafting documents/reports, basic formulas, and communication using: Word, Excel, and Outlook.