| Exact Job Duties to be Performed: |
• Provide excellent customer service while handling incoming calls from check merchant base.
• Accurately enter client and consumer information into AS400.
• Utilize internal screening procedures towards scoring and issuing an approval or decline to client.
• Utilize CBR protocols per company procedures.
• Utilize Accurint protocol per company procedures.
• Create and enter VIP applications through the AS400.
• Provide and verify VIP customer information as requested.
• Explain check processing procedures as they arise.
• Call banking institutions and verify funds availability as it arises.
• Maintain individual productivity in order to meet expectations and standards according monthly metrics:
1. Maintain Volume of Calls in alliance with departmental average (%)
2. Talk time
3. ASA
4. Actual logged in %
5. Error % (Monthly audits)
6. Monitoring average
7. Adherence to Attendance policy
8. VIP Card Production
9. Address change production
• Adhere to internal departmental policies.
• Maintain VIP cards, bankruptcy sorting, return mail, and any other projects assigned to the departments.
• Other Duties may be assigned as the need arises.
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| Knowledge/Skills/Abilities: |
• High school diploma or equivalent is required.
• 1 year previous Call center experience is required.
• Provide World class customer service in alliance with current company Model is required
• Ability to complete multiple tasks in a fast paced environment to transition quickly from one call to another is required.
• Ability to handle calls with a professional demeanor and articulate with a positive upbeat personality is required.
• AS400 or equivalent experience preferred.
• Type a minimum of 30 to 35 words a minute accurately is required.
• Must have good organizational skills and be detailed oriented to meet accuracy is required.
• Excellent verbal communication skills are required.
• Previous experience handling 100 – 150 inbound calls per day is preferred.
• Prior experience in analyzing and interpreting data is preferred.
• Must be able to handle faced paced, high pressure situations with great customer service is required.
• Ability to follow all company policies and procedures, as well as internal departmental procedures to ensure consistent treatment of customers is required.
• Ability to make accurate decisions based on departmental guidelines required.
• Ability to follow through and meet deadlines consistently required.
• Ability to follow through and meet deadlines consistently to provide appropriate support to Service Representatives and customers is required.
• Ability to work in team driven environment yet be able to work independently to complete daily expectations is preferred.
• Willingness to take ownership for own work to continuously improve performance.
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| Required Qualifications Only: |
High school diploma or equivalent |