Responsibilities
- Handles incoming email/ telephone calls from internal/external customers according to established Call Center standards in a professional manner and taking follow-up action as necessary.
- Performs all duties and interacts with internal and external customers in a manner aligned with the Company’s Core Values of Teamwork, Integrity and Exceptional Services (TIES).
- Answer incoming email/ telephone calls in accordance with established Call Center standards and assist customers with various general banking needs in a professional manner and follow through with appropriate action.
- Provide customers with account information, help them resolve problems/issues/concerns, and contact appropriate personnel/departments as required.
- Document and/or escalate issues to ensure customers’ concerns are addressed promptly and appropriately.
- Provide customers with general information on CPB products/services and other general information such as branch/ATM location and hours, rates and fees, deposit and loan accounts, convenience and monetary products/service.
- Fulfill customers’ special requests by utilizing support systems/tools or refer to appropriate personnel/departments.
- Prepare update forms for deposit and loan accounts, such as address and phone number changes.
- Prepare requests for duplicate statements, stop payments, fee waiver, check orders, close accounts, etc.
- Cancel lost/stolen cards, reset Internet Banking passwords, activate cards, etc.
- Convert inquiries into account openings by referring customers to appropriate business units.
- Performs all other job-related duties as required or assigned.
Qualifications
- Clear and coherent in both written and verbal communication skills with the ability to effectively communicate with customers and colleagues through written correspondence, and phone conversations.
- Ability to understand banks’ loan policies and procedures with the ability in acquiring knowledge of banking industry regulations, loan products, and procedural requirements. Capable of comprehending and applying loan policies and procedures accurately and efficiently.
- Skilled in establishing positive relationships with customers through attentive listening, empathy, and personalized interactions.
- Ability to manage multiple tasks simultaneously while maintaining attention to detail and meeting deadlines.
- Keen attention to detail and in maintaining accuracy and precision in all tasks, including data entry, document preparation, and customer record management.
- Self-driven and dedicated to delivering exceptional service to customers while upholding the highest standards of professionalism and integrity.
- Ability to analyze complex situations, identify underlying issues, and develop creative solutions to resolve problems effectively. Capable of exercising sound judgment and making informed decisions in challenging scenarios.
- Familiarity with various banking processes, procedures, and documentation, including account opening procedures, regulatory requirements, and financial products.
Screening Criteria
- At least three (3) to four (4) years of customer service experience.
- Must have stable employment history
