Woodforest National Bank Customer Service (Call Center) Agent - The Woodlands in The Woodlands, Texas
The Customer Service Agent is responsible for ensuring that the companyâ€™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.
Key Responsibilities: Â· 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. Â· 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. Â· Meets individual and department performance objectives, standards and goals. Â· Actively identifies appropriate opportunities to market additional bank products and effectively cross sells or refers customers to the appropriate sales staff. Â· Maintains current working knowledge of the Bankâ€™s policies, procedures, products and services; complies with banking and privacy laws and regulations. Â· Engages in projects and other activities during low call volume, such as processing or responding to requests submitted by customers online. Â· Performs other job related duties or special projects as assigned.
Competencies Required Â· Proficiency with Microsoft Office (Excel, Word, Outlook, SharePoint) and ability to navigate financial software applications (Mozart, Bancline). Â· Ability to work flexible hours; demonstrated good attendance and punctuality. Â· Excellent organizational and data entry skills, ability to maintain accuracy and met deadlines in a fast paced environment. Â· Demonstrated ability to maintain composure and convey a positive attitude while interacting with customers and internal team members. Â· Outstanding listening and communications skills, both written and verbal. Â· Customer service orientation with effective problem solving abilities.
Minimum Qualifications/Experience Â· 1 year of call center experience or 1 year branch banking experience required
Formal Education & Certification Â· High school diploma or equivalent.
Work Status Â· Full-Time
Supervisory Responsibility Â· None.
Travel Â· 0% - Negligible amount of travel expected.
Working Conditions Â· 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
Organization: *WOODFOREST NATIONAL BANK
Title: Customer Service (Call Center) Agent - The Woodlands
Location: Texas-The Woodlands
Requisition ID: 025418