1st Source Bank · 1 day ago
Inbound Customer Service Center Representative I, Customer Service Center, South Bend, IN
South Bend, IN
Full-time
Onsite
Entry Level
1+ years exp1st Source Bank is seeking an Inbound Customer Service Center Representative I to provide quality service to clients via telephone. The role involves responding to customer inquiries, assisting with problem resolution, and ensuring customer satisfaction through effective communication and support.
BankingFinanceFinancial Services
Responsibilities
Accurately responds to both external and internal customer inquiries ensuring that all needs are met and handled appropriately during their initial contact
Assist Customer Service Center Management team to evaluate the current approach to resolving client online banking, text banking, and VRU accessibility issues
Make recommendations, based on IT training and experience, on improving current solutions and/or developing a program that will provide a consistent application of troubleshooting of technology issues
Responsible for servicing existing and potential customers via telephone inquiries
Ability to listen carefully, probe for additional details, and ask targeted questions to gather information
Exceeds customer expectations through the superior, consistent delivery of products and services with the objective of enhancing customer loyalty and expanding customer relationships
Learns and maintains a vast amount of knowledge pertaining to products, procedures, and policies. Uses knowledge to make effective recommendations to customers to resolve initial and additional needs
Provides efficient and responsive customer service to customers by maintaining an acceptable level of productivity as measured through established metrics, which includes (but are not limited to) schedule adherence, availability, and attendance
Effectively works individually and in a team environment
Develops customer rapport and discovers customer needs
Regular and predictable attendance is an essential requirement of the position
Completes compliance training as required
Understands all laws and regulations that apply to the position and complies with the requirements
Uses various computer systems for information gathering and/or troubleshooting as needed
Performs all other duties as assigned
Qualification
Required
High School Diploma/GED required
Accurately responds to both external and internal customer inquiries ensuring that all needs are met and handled appropriately during their initial contact
Assist Customer Service Center Management team to evaluate the current approach to resolving client online banking, text banking, and VRU accessibility issues
Make recommendations, based on IT training and experience, on improving current solutions and/or developing a program that will provide a consistent application of troubleshooting of technology issues
Responsible for servicing existing and potential customers via telephone inquiries
Ability to listen carefully, probe for additional details, and ask targeted questions to gather information
Exceeds customer expectations through the superior, consistent delivery of products and services with the objective of enhancing customer loyalty and expanding customer relationships
Learns and maintains a vast amount of knowledge pertaining to products, procedures, and policies. Uses knowledge to make effective recommendations to customers to resolve initial and additional needs
Provides efficient and responsive customer service to customers by maintaining an acceptable level of productivity as measured through established metrics, which includes (but are not limited to) schedule adherence, availability, and attendance
Effectively works individually and in a team environment
Develops customer rapport and discovers customer needs
Regular and predictable attendance is an essential requirement of the position
Completes compliance training as required
Understands all laws and regulations that apply to the position and complies with the requirements
Uses various computer systems for information gathering and/or troubleshooting as needed
Performs all other duties as assigned
Ability to work in a team atmosphere
Excellent communication skills, within an environment of heavy phone-based interaction
Strong problem-solving skills
Strong organizational and time management skills to perform multiple tasks within a limited time frame
Ability to treat people with respect under all circumstances, instills trust in others, and upholds the values of the organization
Computer skills (Word and Excel); ability to navigate through various software and systems
Preferred
One (1) or more years of previous banking experience preferred
Bilingual speaking (English/Spanish) preferred
Company
1st Source Bank
1st Source has offered clients a convenient and friendly way to bank for over 150 years.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Andrea Short
President
Recent News
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