CIA Senior

SUMMARY

Customer Information Agents will be responsible for answering customer calls and resolving issues/questions while maintaining excellent customer service skills.  These highly organized professionals must be self-driven, and possess exceptional listening skills.

JOB REQUIREMENTS

•High school diploma or equivalent

•Previous experience in a Quality Assurance role, leadership role, or supervisory role

•Two years recent experience in a call center 

•Excellent Customer Service skills 

•Proficient with necessary technology, including computers, standard software applications and phone systems with the ability to navigate multiple systems quickly

•Ability to manage multiple tasks at one time and perform well under pressure.

•Ability to respond effectively and in a timely manner to internal and external client requests

•Ability to communicate effectively both verbally and in writing with internal and external clients.

•Ability to meet deadlines

•Must be a team player

•Ability to organize work and maintain attention to detail

•Ability to demonstrate accuracy and thoroughness in work

•Ability to demonstrate effective time management.

•Ability to develop and maintain positive and effective working relationships with others.

•Ability to maintain confidentiality

•Ability to troubleshoot complex issues 

SPECIFIC JOB FUNCTIONS

•Consistently provides excellent customer service and technical support to internal and external customers. Responds to clients requests  in a timely manner and ensures follow-up is completed in accordance with established departmental guidelines.

•Provides daily support to commercial customers who use Account Analysis, Business Online Banking, ACH, Remote Deposit Capture, Positive  Pay as well as Retail Banking customers

•Provides accurate and efficient servicing of all Treasury Digital Banking products to ensure all new product implementations, internal  and external questions, are handled timely. 

•May perform annual review of RDC and ACH clients. 

•Complete call logs 

•Build long lasting customer relationships 

•Identify and escalate calls to supervisor when needed

•Follow policy and procedures 

•Willingness to work extended hours if needed

•Participate in educational opportunities

•Some supervisory responsibility 

•Any other duties as assigned