Banking Call Center Representative id-9958

May 31, 2025

About the position

As a Banking Call Center Representative, you will play a crucial role in providing exceptional customer service to our clients. This position is based in Riverside, RI, and offers a hybrid work model after an initial training period of 2-3 weeks. You will be responsible for handling customer inquiries, resolving issues, and promoting bank products and services. Your primary goal will be to create a positive first impression and ensure customer satisfaction through effective communication and problem-solving skills. In this role, you will

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Responsibilities

Receive customer calls and greet customers in a positive manner.

Verify customer identity by asking for personal information and comparing it to stored data.

Listen to customers fully, asking clarifying questions and maintaining composure with upset customers.

Adapt communication style to facilitate customer understanding and comfort.

Explain bank policies and products, helping customers understand features and online banking processes.

Research customer issues by reviewing transaction history and gathering information from bank documentation.

Determine solutions to customer problems and present them effectively to ensure satisfaction.

Document customer interactions and update profiles to maintain compliance and facilitate better relations.

Refer customers to specialists when necessary for more complex issues.

Operate phone and computer systems to assist customers efficiently.

Multitask by managing customer calls, researching issues, and identifying sales opportunities.

Learn new information regarding products, services, and policies to provide accurate information to customers.

Sell bank products by reviewing customer relationships and determining appropriate needs.

Requirements

Experience in customer service or call center environment.

Proficiency in using Windows and other computer systems.

Strong communication skills in English, both verbal and written.

Ability to handle upset customers with empathy and professionalism.

Experience in problem-solving and conflict resolution.

Nice-to-haves

Previous experience in banking or financial services.

Familiarity with online banking processes and products.

Sales experience or skills in suggestive selling.

Benefits

Dental insurance

Health insurance

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