Contact Center Account Specialist - Remote!
Job description
Function
Contact Center Account Specialist is responsible for delivering exceptional service to customers and prospective customers by telephone and electronic channels such as email and chat while promoting and selling Citadel?s products and services. Contact Center Account Specialist provides customers with convenient options to manage their accounts and product solutions that meet their financial needs.
This position will be a remote position where you can train and work from home. Your training will be remotely for upwards to 60 days. On occasion, Interested applicants must reside within US.
Contact Center Account Specialist is responsible for responding to routine and complex customer inquiries regarding the products and services as well as carrying out the duties and responsibilities listed below.
Duties and Responsibilities
? Respond to all inbound phone and/or multimedia inquiries while meeting established metrics and upholding the Contact Center service... level agreements.
? Utilize the provided matrix to properly authenticate each caller prior to releasing any confidential account information. Always maintain confidentiality of customers? financial information.
? Generate qualified referrals to other departments for assistance with investments, business loans, and insurance requests to ensure the best customer experience possible.
? Increase and promote loan volume by cross-selling loan products to existing and prospective customers. Responsible for originating all loan types offered by Citadel to meet annual loan goal.
? Accurately complete customer transactions while maintaining confidentiality.
? Utilize strong listening, communication and problem-solving skills while diplomatically handling and/or resolving customer issues.
? Comply with all Contact Center policies, processes and procedures.
? Meet and comply with all requirements set forth in the SAFE Act including but not limited to successful completion of the required background checks and obtaining a unique identifier from the NMLS.
? Remain compliant with the Bank Secrecy Act by completing annual BSA training.
? Perform other duties as assigned
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