E-Channel Representative

Job Title - CW - E-Channel RepresentativeNumber of Positions - 1 Position Description:This position is responsible for understanding the products and processes of the E-Channel, including all ’s online banking platforms, bill pay and maintenance, mobile products and services, online chat and secure email, unsecure email, and other online customer utilization. Work is varied in nature with changing priorities. Incumbent should be logical in their approach and be able to handle multiple tasks during the course of work performed. Position Accountabilities:
Effectively assist customers with E-Channel needs through various inbound methods, including inbound calls, secure and non-secure email, and online chat.
Provide exemplary service and tact through verbal and non-verbal communications with a special emphasis on written communication in email and chat form.
Handle all questions and inquiries through these channels, including questions related to loans, deposits, and maintenance.
Conduct research as needed regarding bill pay and online channel customer issues.
Handle escalated and next tier calls related to e-channel questions, including browser incompatibility and password resets and lockouts.
Able to support service related social media questions and concerns and moderation.
Participation in rotation of afterhours and on call support for the bank’s Social Media efforts.
Efficiently refer sales opportunities seamlessly to Sales & Service Representatives within the Customer Contact Center.
Maintain a strong understanding of Clinet’s Digital products and services, and stay abreast of changes and enhancements.
Provide support to inbound call queue for general customer questions and concerns.
Proactively analyze callers’ needs.
Use standard screens and procedures to handle callers’ needs effectively and when necessary go beyond these standard methods to resolve customer issues.
Navigate a computerized system to address and resolve callers’ needs.
Adhere to all applicable laws and regulations governing bank operations, including compliance with Clientshares’ BSA/AML Policy and Procedures.
Other duties as assigned.
Organizational Relationship: This assignment reports to the E-Channel SupervisorPosition QualificationsEducation & Experience
High school diploma or equivalent, college preferred.
Previous call center experience and/or written customer communication preferred.
Knowledge & Skills:
Strong problem solving and decision making abilities; able to think analytically
Excellent customer service and telephone skills
Proven written and online chat communication skills and flexibility.
Well organized
Able to handle multiple tasks
Flexible, able to adapt to change
Detail oriented and quality focused
Excellent oral and written communication skills
Shifts may vary for each position offering, depending on business need
Able to work weekend hours on a rotating basis
Proficient computer skills relevant to Outlook, Word, Excel, and PowerPoint
Solid knowledge of web or mobile based support, including but not limited to browsers, compatibility, virus software, and other online technical troubleshooting.
Thanks & Regards, Praveen Kumar,Sr. RecruiterZillion Technologies IncE-mail: praveen(at)zilliontechnologies(dot)com Phone: 571-814-3745 Zillion Technologies Inc. - (ZTI) is a global business consulting and technology solutions provider. Zillion delivers innovative business solutions that give clients a competitive edge.Originally posted on Himalayas