30 días de edad

Call Center Representative

Sterling Bank and Trust, FSB
Flushing, NY 11354
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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.

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

Technical Competencies:

  • Excellent verbal and written communication skills, as well as strong listening skills.
  • Must have good telephone technique with well-developed customer service skills.
  • Exceptional analytical and problem solving skills and an ability to think quickly under pressure.

Required Experience and Education:

  • Job requires a high school diploma or equivalent with adequate proficiency in language, math and reasoning skills 1 year customer service, banking industry, or call center experience.
  • 1 year experience in a retail banking, call center or electronic services (ACH) field with equal responsibilities is preferred.
  • Demonstrated ability to look for ways to improve and promote quality.
  • Ability and willingness to work in a team environment.
  • Computer literacy in Microsoft Office applications.
  • Ability to work a flexible schedule.
  • Bilingual in Chinese Mandarin is required.

Physical Demands

While performing the duties of this job the employee may be required to use hands to finger, handle, or feel; and talk and hear. The employee frequently is required to walk and reach with hands and arms and stand for long periods of time. The employee is required to occasionally sit, stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.

Work Environment

Generally, works in an office environment, may occasionally be required to perform job duties outside of the typical office setting. The employee will be exposed to moderate stress levels associated with the performance of the job duties described above. There may be extended periods of computer and telephone use while performing job duties. Employee will be intermittently seated, standing and/or walking during the course of a normal business day. While every precaution is taken to avoid exposing employees to dangers in the workplace, working in a financial institution may expose employees to certain hazards in the event of criminal activity including robbery and/or attempted robbery.



Posted: 2022-10-28 Expires: 2022-11-28

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Call Center Representative

Sterling Bank and Trust, FSB
Flushing, NY 11354

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