National Service & Solutions is a specialized contact area within Global Operations supporting high risk and complex activities. Call Center agents are responsible for providing Consumer and Small Business Deposit product problem handling and escalation support for Financial Centers (FC), clients (internal and external) and third parties. Key responsibilities include performing routine and complex account maintenance, solving problems, investigating a range of issues and requests that require gathering information, setting expectations, and working with other support organizations to fulfill the request, while delivering expert client care. Job expectations include adhering to established Service Level Agreements and handling escalated issues by navigating the bank while mastering multiple systems to resolve client requests.

RESPONSIBILITIES:

Answers phone calls within service levels

Provide a thorough level of service using Art of Language techniques to ensure a positive client experience

Engages clients by initiating conversation, building rapport, handling objections, and explaining complex scenarios

Researches accounts and performs account maintenance

Documents call interactions with precision

Analyzes and resolves customer inquiries while providing a positive customer experience through creative solutions

Adapts to ongoing change and learns new technology and processes

Receives ongoing feedback and coaching to drive performance improvements

REQUIRED QUALIFICATIONS:

Strong attention to detail

Ability to multi task and navigate multiple systems at once

Experience with client interaction

DESIRED QUALIFICATIONS:

Knowledge of bank products and services

Call center experience preferred

Experience with handling client complaints and providing appropriate solutions to ensure resolution.

SKILLS:

• Active Listening

• Attention to Detail

• Critical Thinking

• Decision Making

• Oral Communications

• Recording/Organizing Information

• Conflict Management

• Problem Solving

• Research

• Written Communications

• Customer Service Management

• Customer and Client Focus

Shift: