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Bank of Hope · 2 weeks ago

Digital Account Services Representative

Gardena, California, United States

Full-time

Hybrid

Entry Level

$19/hr - $25/hr

2+ years exp

Bank of Hope is a digital banking institution seeking a Digital Account Services Representative. The role involves assisting customers through phone calls and emails to complete online account applications, while maintaining confidentiality and providing excellent customer service.

BankingFinancial ServicesInsuranceVenture Capital

Responsibilities

Assist prospect customers through incoming and outgoing phone calls and emails to collect and validate information to help complete online account applications in a professional and courteous manner

Ability to work in a fast-paced environment with technology

Self-motivated, able to work independently, and use critical thinking skills to assess and decision account applications based on various data points and information provided by bank tools

Handle, research, and resolve phone inquiries/requests from customers

Use Microsoft Programs to review accounts and update customer information in an accurate manner

Track and document customer contacts into customer relationship management applications and systems, record clear and concise notes for each action taken

Obtain and verify information by phone or online

Complete all follow-up work related to customer inquiries

Set up new accounts for customers, including helping to explain the differences in products, and identifying customer needs

Maintain strict confidentiality with customer account information

Support additional duties as necessary in high volume or promotional periods

Relay customer insights for continuous improvement

Responsible for researching and providing pending case resolution to meeting SLA to ensure excellent customer service

Completion of assigned operational tasks, while adhering to established policies and procedures

Manage/complete various office administrative tasks on a daily basis, handling correspondence, telephone calls, and emails

Assist with making updates department standard operating procedures (SOP) document, forms, and procedures under the guidance of the direct report and other senior managers