CIA Senior

SUMMARY

Customer Information Agents will be responsible for answering customer calls and resolving issues/questions while maintaining excellent customer service skills. These highly organized professionals must be self-driven, and possess exceptional listening skills.

JOB REQUIREMENTS

• High school diploma or equivalent
• Previous experience in a Quality Assurance role, leadership role, or supervisory role
• Two years recent experience in a call center
• Excellent Customer Service skills
• Proficient with necessary technology, including computers, standard software applications and phone systems with the ability to navigate multiple systems quickly
• Ability to manage multiple tasks at one time and perform well under pressure.
• Ability to respond effectively and in a timely manner to internal and external client requests
• Ability to communicate effectively both verbally and in writing with internal and external clients.
• Ability to meet deadlines
• Must be a team player
• Ability to organize work and maintain attention to detail
• Ability to demonstrate accuracy and thoroughness in work
• Ability to demonstrate effective time management.
• Ability to develop and maintain positive and effective working relationships with others.
• Ability to maintain confidentiality
• Ability to troubleshoot complex issues

SPECIFIC JOB FUNCTIONS

• Consistently provides excellent customer service and technical support to internal and external customers. Responds to clients requests in a timely manner and ensures follow-up is completed in accordance with established departmental guidelines.
• Provides daily support to commercial customers who use Account Analysis, Business Online Banking, ACH, Remote Deposit Capture, Positive Pay as well as Retail Banking customers
• Provides accurate and efficient servicing of all Treasury Digital Banking products to ensure all new product implementations, internal and external questions, are handled timely.
• May perform annual review of RDC and ACH clients.
• Complete call logs
• Build long lasting customer relationships
• Identify and escalate calls to supervisor when needed
• Follow policy and procedures
• Willingness to work extended hours if needed
• Participate in educational opportunities
• Some supervisory responsibility
• Any other duties as assigned