Responsible for handling inbound/outbound stakeholder inquires generated by phone, email, and/or written correspondence relating to account status and activity. Researches account and transaction records to resolve account issues and basic discrepancies and provides documentation on customer activities and information on products and services. Uses computerized systems to locate, interpret and communicate information and to provide customer service.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned:
Responds to the day-to-day customer service activities generated by stakeholders with relation to accounts in a wide range of companies and businesses.Provides customers with a positive impression of self and organization through courteous, prompt and responsive resolution of customer inquires and problems.
Provides up to date and accurate information by utilizing knowledge of internal systems to source, interpret and communicate information to customers.
Promotes additional services / communication channels to customers when necessary.
Escalates more complicated issues to appropriate Team Leader or ATL.
Identifies stakeholder trends or common issues and communicates to their Team Leader or ATL as appropriate.
Supports customer service improvements by actively participating in trials of new systems and pilots of new processes.
Serves as part of a team that works together to meet service, quality and financial standards.
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.