25 días de edad

Call Center Representative (Chinese Mandarin Required)

Sterling Bank and Trust, FSB
Flushing, NY 11354
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  • código de trabajo
    201121219

About Sterling Bank & Trust, FSB: Sterling Bank & Trust provides a comprehensive choice of banking solutions, innovative loan products, and outstanding personal service to individuals, professionals, businesses, and commercial customers as a trusted neighborhood bank. We're known for highly competitive deposit rates, expertise in mortgage lending, and keeping deposits at work in the local community. Our customers know that they can stop by any branch and be treated like family. Since the Bank was founded in 1984, our customers have trusted us to help them handle their banking and financial needs. With over $2 billion in assets, Sterling Bank & Trust continues to grow better to serve our customers in communities across the U.S

Position Summary:

The Call Center Representative (CCR) will be responsible for answering inbound telephone calls from consumer & business banking customers regarding questions and issues on their loan or deposit accounts (e.g. account balance inquiries, online banking password reset requests, and debit card activation requests). Through the course of these conversations, the CCR will also create detailed documentation to ensure inquiries are handled in an accurate and timely manner.

The position pays $22 to $24 per hour, DOE.

Essential Duties and Functions (include but are not limited to):

  • Handle all Banking call types, such as loan and deposit account balance inquiries, debit card support and Online Banking upon completion of additional call type training.
  • Use problem solving skills, coupled with knowledge of Sterling Bank and Trust procedures, to identify and communicate appropriate, accurate solutions to customers.
  • Escalate issues to management and/or second levels appropriately.
  • Document case details in a thorough, accurate manner.
  • Document customer account maintenance requests for management and second level department review.
  • Meet and exceed customer satisfaction expectations.
  • Respond to inquiries by asking questions, researching and providing solutions.
  • Manage and resolve customer problems and complaints by offering solutions.
  • Maintain familiarity with systems and applications in order to research inquiries
  • Ensure familiarity with the most up-to-date policies and procedures to communicate accurate information to customers.
  • Escalate unresolved issues to management to ensure a positive customer experience.
  • Listen actively to customer needs and concerns while demonstrating empathy to maximize opportunity and build rapport with the customer.
  • Enhance brand awareness by providing customers with current product and service information.
  • Recognize opportunities for sales referrals and utilize established referral process.
  • Demonstrate call standards when transferring calls to colleagues.
  • Perform services requested by customers including profile updates and account maintenance. Provide troubleshooting and technical support.
  • Document all call information according to standard operating procedures.
  • Complete all required regulatory and compliance training as assigned.
  • Recognize opportunities for process improvement and communicate to management.
  • Reply to customer requests in Branch e-mail inbox.
  • Reply to customer requests in Branch voice mailbox.
  • Perform specific and delegated duties as assigned by supervisors and /or management.

Core Competencies:

  • Integrity
    • Sets high standards of honesty for self and others; transparent intentions
    • Self imposes standards of excellence to ensure no aspect of work is neglected
    • Demonstrates trustworthiness and takes responsibility for one's actions
    • Keeps commitments that align with Sterling's Code of Business Conduct and Ethics
  • Inclusion
    • Treats people with dignity and respect
    • Objectively considers others' ideas and opinions
    • Creates a welcoming environment and promotes cultural competency
    • Actively seeks opportunities to volunteer and partner with non-profit agencies
  • Continuous Learning
    • Completes all required training to ensure compliance
    • Identifies and participates in learning activities that lead to professional growth
    • Stays informed on industry trends and changes to achieve individual, team and organizational goals
    • Actively seeks and utilizes feedback to improve and continue to grow professionally within the Bank
  • Synergy
    • Utilizes oral and written communication to enhance the relationships between teams, customers and the community members
    • Collaborates together using teams' expertise and knowledge to maximize results
    • Actively seeks information to understand team members and customers' circumstances, problems, expectations and needs
    • Dedicated to creating opportunities allowing teams and individual reach full potential





PI201121219

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Posted: 2023-01-10 Expires: 2023-02-10

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Call Center Representative (Chinese Mandarin Required)

Sterling Bank and Trust, FSB
Flushing, NY 11354

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