Customer Care Center Representative
The Customer Care Center Representative is responsible for providing exceptional customer service by handling inbound and outbound calls related to banking products, services, and customer inquiries. They assist customers with account information, transactions, troubleshooting issues, and promoting bank services while ensuring compliance with banking regulations and security protocols.
Key Responsibilities
Customer Service & Quality Assurance
Ensure that customer inquiries (inbound/outbound voice, chat, email, social media) are handled efficiently and professionally.
Resolve customer complaints efficiently and professionally.
Meet a minimum monthly Quality Assurance score of 80%.
Share and document customer feedback with members of leadership to ensure continuous improvement as an organization.
2. Outbound Calling Expectations
Participate in outbound calling initiatives for both service and basic sales.
Meet the minimum call expectation for each outbound call campaign.
Meet a 2% conversion ratio for the number of calls vs. sales/leads.
3. Operational Efficiency & Reporting
Maintain a aftercall work percentage that is in line with department peers
Maintain accurate records of customer information and interactions within the five9 tool.
Document phone status codes accurately an consistently to ensure data integrity.
4. Compliance & Security
Ensure compliance with all banking regulations, policies, and procedures related to customer service and data security.
Maintain confidentiality of customer information and uphold ethical banking practices.
Educate customers on fraud prevention and security measures.
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