Essential Job Functions:
This position is responsible for resolving customer questions, complaints and requests via the telephone or e-mail, adhering to internal policies and procedures and utilizing working knowledge of the organization's products to meet department productivity and quality standards.
Continually develops and maintains working knowledge of internal policies, procedures and products.
Receives inquiries from customers by telephone or e-mail and communicates response effectively.
Utilizes automated systems to log and retrieve information.
Processes customer requests including bill payments, transfers, special handling and problem resolution.
Investigates and resolves or reports customer problems. Identifies and escalates difficult customer situations to the appropriate party.
Adheres to compliance procedures and internal/operational risk controls in accordance with any and all applicable regulatory standards, requirements, and policies.
Additional Job Requirements:
Effective verbal and listening skills to provide courteous and professional customer service. Ability to remain calm and courteous when handling difficult calls and requests.
Ability to develop and maintain working knowledge of the organization's products and services.
Effective PC skills including, electronic mail, intranet and industry standard applications. Ability to learn to use additional applications as necessary. Ability to use phone system effectively.
Ability to work well in a team environment.
People's United Bank