One of the largest virtual banks in Massachusetts is looking to hire a Customer Experience Advisor at their Boston location. The position requires someone who consistently strives to satisfy clients by providing a memorable banking experience via telephone, email, web chat and social media. Accuracy, efficiency and confidentiality are key responsibilities in carrying out specific duties.
This is a temporary position with the possibility to turn permanent for the right candidate! Interested candidates may reply with their resumes and we'll get in touch! Position starts immediately, so apply now!
Uses proper telephone, chat, email and social etiquette. Properly 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..
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's 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.
Teams/Team Meetings: 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.
Displays positive, professional tone, exhibit empathy when required, deliver key attributes and provide a superior experience for the customer.
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.