Job Description
Primary responsibilities include:
- Inviting applications for the role of Front line Managers Brief Description
- First level support for general inquiries and customer support, including:
- Inbound voice servicing inclusive of prospects and existing customers
- Maturity date; Yield rate
- How to transfer money from one account to another
- How to link a new account; how to use virtual platform
- How to apply / Benefits
- Complaints handing; High Risk customer service; Technical queue; Resolutions
- Processing of money movement
- Recognize individual customer service needs and resolve any partner concern enquiry
- Coaching & Mentoring team to provide resolutions at the first point of contact, avoiding customers having to call again, or have the call transferred
- Ability to handle complaints and customer concerns where appropriate
- Excellent customer service, negotiation and social skills with the ability to recognize and support the specific needs of the most vulnerable customers
- Keen to progress to other levels and will consistently self-assess your own & teams’ performance against agreed targets by working closely with your Operations leads
- Work effectively with a team, recognizing how teams can deliver great results
Responsibilities include:
- Responsible to lead 15 Deposits Advisers.
- Lead customers through a variety of channels including telephone (both inbound and outbound), internet chat and written correspondence
- Constant monitoring, coaching and development of designated Customer Service Advisors
- Expected to acquire detailed knowledge of product ranges and excellent service and sales skills to enable them to provide service excellence and progress sales opportunities when appropriate.
- Ensure your team offers an excellent level of customer service, pro-actively serve customers across their product portfolio, cross-sell additional products and resolve a wide range of common, customer enquiries across the product range.
- Coach & mentor agents to follow clear instructions and guidelines to resolve customer enquiries. These guidelines will also prompt the agent to promote and sell appropriate products, including insurance-based products.
- Liaison with training team to enable your team to build rapport and determine appropriate solutions for the customer.
- Collaborate with colleagues across multiple departments in order to provide a high-quality service to customers Qualifications Minimum qualifications
- Any Graduates (preferably non B.techs)
- Minimum of 24 months experience in contact/call centre in leading team customer service and/or sales area
- Excellent communication and interpersonal skills
- Good written& negotiation Skills
- Flexibility of shifts and to work overtime hours as per business requirements.
- Commitment to performance excellence or doing a phenomenal job
- Results Oriented & Phenomenal teammate
- Analytical & problem-solving skills
- Multi-tasking &Stress management abilities
- Ability to maintain high levels of confidentiality and data security standards
- Work through multiple tasks with minimal direction Preferred qualifications
- Customer Service within banking operations and/or retail banking experience.
Job Type: Full-time
Pay: $60,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Ability to commute/relocate:
- Atlanta, GA 30350: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Customer service: 5 years (Required)
- Call center management: 5 years (Required)
- Banking: 5 years (Required)
- Deposits: 5 years (Required)
- Coaching: 5 years (Required)
- Leadership: 5 years (Required)
Work Location: In person