Primary Responsibilities:

• Respond to a high volume of incoming telephone calls related to a variety of customer service requests and general banking inquiries. Quickly identify the customer’s 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 Center’s Key Performance Metrics on a daily, weekly and monthly basis. Promotes bank products and services by properly identifying the customer’s 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.

Special Skills Required to Perform the Primary Responsibilities of this Position:

• Excellent communication skills, both written and verbal
• Excellent customer service skills Detail-oriented
• Ability to work and multi-task in a fast-paced environment Ability to use general office equipment
• Ability to use a personal computer and job-related 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

Job Types: Full-time, Contract

Salary: $20.00 - $22.00 per hour

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Pittsburgh, PA 15220: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Call center: 3 years (Preferred)
• Customer service: 3 years (Preferred)

Work Location: One location

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