Location: RXR Plaza, Uniondale, New York 11556
General Statement of Duties:
Responsible for servicing customers and prospects by fielding questions, solving problems and responding to telephonic or electronic channel inquiries. Handle customer complaints with professionalism and escalate issues to management when necessary. Utilize a variety of systems when responding to customer requests and offer solutions. Provide knowledge of our products and services using the current customer interaction model. Demonstrate CARE Standards during each customer interaction to meet and exceed customer expectations.
Major Duties and Responsibilities:
Interact with customers and prospects for both iGObanking.com and Flushing Bank.
Respond to inquiries by asking questions, researching and providing solutions.
Confirm customer understanding of recommendations and provide additional customer education as needed.
Manage and resolve customer problems and complaints by offering solutions.
Escalate unresolved issues to management to ensure a positive customer experience.
Utilize the current Customer Interaction Model to uncover customer needs.
Demonstrate CARE Standards when responding to requests.
Listen actively to customer needs and concerns while demonstrating empathy to maximize opportunity and build rapport with the customer.
Enhance brand awareness by providing customers with current product and service information.
Recognize opportunities for sales referrals and utilize established referral process.
Demonstrate call standards when transferring calls to colleagues.
Make decisions when necessary according to authority and procedures.
Identify and escalate priority issues to management
Perform services requested by customers including profile updates and account maintenance. Provide troubleshooting and technical support.
Document all call information according to standard operating procedures.
Reconcile all transactions on a daily basis to the Miser system and all other end of day processing requirements.
Complete all required regulatory and compliance training as assigned.
Update job knowledge by participating in educational opportunities.
Utilize available resources to obtain current policies and procedure guidelines.
Meet quality assurance requirements and other key call performance metrics.
Follow-up with customers and colleagues according to the departmental service level agreement timeframes.
Recognize opportunities for process improvement and communicate to management.
Perform specific and delegated duties as assigned by supervisors and /or management.
Job requires a high school diploma or equivalent with adequate proficiency in language, math and reasoning skills.
Computer literacy in Microsoft Office applications
One-year experience in a retail banking, call center or electronic services (ACH) field with equal responsibilities is preferred.
Ability to work a flexible schedule
Bilingual Spanish (preferred)
Skills and Abilities:
Ability to quickly learn and retain information regarding product and system knowledge
Technical proficiency in software navigation
Excellent listening skills and the ability to ask questions to understand customer concerns and overcome objections
Strong organizational skills
Strong written and verbal communication ability
Flexibility and adaptability
Excellent communicator with customers, colleagues and managers
Speed and Accuracy
Creative problem solver and able to make decisions
Ability to work closely with colleagues
Able to remain calm and patient under all circumstances
Knowledge and understanding of online banking products, services and web browsers
Attention to detail
Ability to connect with customers, uncover their needs, and deliver solutions while building relationships over the phone
Ability to effectively manage multiple priorities and adapt to change within a fast paced environment
EOE M/F/Disabled/Veteran/Sexual Orientation/Gender Identity