Banking Services, Call Centers, Call Monitoring, Computer Skills, Computer Systems, Cross-Selling, Customer Experience, Customer Relations, Customer Satisfaction, Customer Service Systems, Customer Support/Service, Customer Training, Data Entry, Develop and Maintain Customers, Documentation, English Language, High School Diploma, Identify Issues, Presentation/Verbal Skills, Problem Solving Skills, Resolve Customer Issues, Risk, Spanish Language, Up-Selling
Call Center Customer Service Representative
Timing: 8am - 8pm - Mon to Friday Pay rate: $15/hr on W2 1 On-site interview Requirements Resource required for 3-5 months 65 Customer Service call center resources in Cincinnati
General Function: The Call Center Customer Service Representative is responsible for handling customer telephone calls in English and Spanish while delivering exceptional customer service. The role focuses on resolving customer inquiries efficiently during the first interaction, educating customers on bank products and services, and identifying opportunities to upsell and cross-sell based on customer needs. The position requires adherence to the bank's policies, procedures, and risk framework to ensure a positive and compliant customer experience.
Key Responsibilities:
- Handle inbound customer calls in a professional and courteous manner
- Communicate fluently in English and Spanish
- Provide accurate information regarding banking products, services, and policies
- Resolve customer inquiries during the initial call without unnecessary transfers
- Complete required follow-ups within committed timelines
- Maintain strict customer confidentiality and comply with departmental policies
- Accurately enter, update, and verify customer information in internal systems
- Initiate and complete documentation and request forms as required
- Effectively use computer systems for call tracking, troubleshooting, and data entry
- Educate customers on bank products and services, including upselling and cross-selling when appropriate
- Identify and suggest improvements to processes that enhance productivity and customer satisfaction
- Continuously update knowledge of banking products, services, and procedures
- Perform additional duties as assigned
Minimum Qualifications Skills:
- High school diploma or equivalent required
- Basic computer skills with the ability to perform data entry
- Knowledge of banking products and procedures is an advantage
- Prior customer service or call center experience preferred
- Excellent verbal communication and telephone etiquette
- Strong problem-solving skills and customer-focused attitude
- Ability to work in a fast-paced, onsite call center environment
Disclaimer: E-Solutions Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. We especially invite women, minorities, veterans, and individuals with disabilities to apply. EEO/AA/M/F/Vet/Disability.