Customer Service (Call Center) Agent
The Customer Service Agent is responsible for ensuring that the company’s customers who initiate contact with the customer care call center receive a satisfactory level of service with their requests, questions and concerns. This includes processing service requests and account updates, resolving or escalating complaints, and providing information regarding banking products, policies, online services, and customer accounts.
Answers incoming calls in a high volume call center environment; communicates directly and builds strong business relationships with customers, as well as internal and external service providers.
Provides timely and accurate customer service support such as processing service requests and account updates, resolving or escalating complaints, and providing information regarding banking products, policies, online services, and customer accounts.
Meets individual and department performance objectives, standards and goals.
Actively identifies appropriate opportunities to market additional bank products and effectively cross sells or refers customers to the appropriate sales staff.
Maintains current working knowledge of the Bank’s policies, procedures, products and services; complies with banking and privacy laws and regulations.
Engages in projects and other activities during low call volume, such as processing or responding to requests submitted by customers online.
Performs other job related duties or special projects as assigned.
Working Conditions Professional call center environment with extensive use of telephone and personal computer. Conditions involve lifting no more than ten pounds, sitting most of the time, but may involve walking, moving, or standing for brief periods, and occasionally lifting and carrying articles like files, ledgers, folders, etc.
Woodforest is an Equal Opportunity Minority/ Female/ Individuals with Disabilities/ Protected Veteran and Affirmative Action Employer