Customer Service Representative
Job Summary
The Customer Service Representative provides product and service support to the Treasury Management segment via phone and email. This role involves resolving complex issues and ensuring high-quality customer service through first-call resolution. The position also requires monitoring high-risk services to mitigate fraud and maintain strict adherence to departmental policies.
Responsibilities
- Provide phone and email support for Treasury Management
- Resolve complex customer issues via first-call resolution
- Monitor and mitigate high-risk product activities
- Maintain up-to-date knowledge of systems and policies
Required Skills
- Basic computer and MS Excel proficiency
- Excellent verbal and written communication
- Problem-solving and analytical skills
- Ability to learn complex processes
Job Details
Responsibilities:
- Provides service and product support to the Treasury Management segment via phone and email.
- Responsible for identifying, researching, analyzing and resolving complex problems where multiple non-standard solutions are available.
- Prioritizes service issues and ensures they are resolved via first-call resolution, with a recognized/accepted resolution by customers.
- Maintains up-to-date knowledge on products, services, departmental systems and related technology, policies and procedures.
- Perform tasks to mitigate risk by activating and deactivating high-risk product services (i.e. teller positive pay, etc.) and reporting potential fraud or suspicious activity.
Qualifications:
- Basic computer and Microsoft Excel knowledge
- Excellent spoken and written communication skills
- Ability to learn/teach basic and complex processes
- Willingness to work in a call center environment