Customer Service Rep. II - Full-time / Part-time

Job Summary: Responsible to both internal and external customers to solve financial and non-financial customer inquiries in an incoming call center environment. Deliver personalized service that meets or exceeds customer expectations. Accurately and promptly execute transactions, such as billing inquiries and account changes. Uses outstanding communications and interpersonal skills to resolve complex customer problems on the first contact.

Principal Duties:

• Handle customer calls efficiently and effectively, with ability to handle more complex call types.
• Understand and communicate policies, systems, and legal compliance regulations as well as company products and services and provide assistance to co-workers.
• Adapt quickly to changing environment(s).
• Identify customer needs through in-depth probing. Solve customer problems using swift, sound judgments based on the facts of each situation.
• Execute customer billing inquiries and account changes accurately and promptly.
• Other Duties as assigned

Job Specifications:

• Strong interpersonal skills: professional, courteous, friendly, warm, empathetic, level-headed and composed.
• Superior communication skills, particularly verbal.
• Minimum two years call center experience/mortgage banking experience.
• Basic computing skills, including mouse & keyboard usage, launching programs, windows navigation.
• Proven record of dependability.
• Ability to communicate effectively with customers.
• Ability to think like the customer with a passion to deliver top-notch service.
• Proven ability to handle stressful situations and effectively manage a high volume workload. Willing to work in a call center environment with heavy telephone customer interaction.

Principal Outcomes & Accountabilities of Job: Achieve call volume, one call resolution and wait time department goals.

Grade: 34
FLSA Status: Non-Exempt