Contact Centre Representative

Job Title: Contact Centre Representative

Location: Pittsburgh PA 15212

Duration: 4month Contract to Hire

USC only

Job Description:

This position is responsible for handling a high volume of inbound and or outbound calls. Identify our customers needs provide product/service information and to resolve any questions and or concerns they may have. The candidate should be familiar with various banking concepts products services and have the ability to perform various customer service tasks. The candidate should have an outgoing upbeat and friendly demeanor. A positive work ethic and must work well in a team environment.

• Respond to a high volume of incoming telephone calls related to a variety of customer service requests and general banking inquiries. Quickly identify the customers needs determine the best solution or provide an alternative recommendation and communicate the proper resolution to the customer. The ideal candidate understands and strives to meet or exceed the Contact Centers Key Performance Metrics on a daily weekly and monthly basis. Promotes bank products and services by properly identifying the customers needs and providing appropriate offerings.
• Performs various tasks to include refund requests dispute handling payoff quotes address complaints update account changes process stop payments submit credit card limit increase inquiries.
• Provide basic trouble shooting support for online banking products and services such as password resets mobile banking and bill payments.
• Support branch operations and act as a liaison between the branch and customer through engagement and ownership of the service request. Act as the voice of the customer by submitting feedback.
• Builds sustainable relationships by displaying a friendly demeanor superior customer service empathy and the desire to help while providing exceptional customer service. Performs other related duties and projects as assigned by management. Ability to work some holidays and weekends.
• Excellent communication skills both written and verbal
• Excellent customer service skills Detailoriented
• Ability to work and multitask in a fastpaced environment Ability to use general office equipment
• Ability to use a personal computer and jobrelated software MS Word (intermediate level a plus)
• MS Excel (intermediate level a plus)
• MS Outlook (experience a plus)
• Additional skills:
• CRM experience a plus
• Workday experience a plus
• Relationship management software experience a plus
• Customer facing experience a plus
• Softphone/Mitel experience a plus