BANKING experience is a must!
Assist customers via inbound calls received for account requests/inquiries:
Payment‑related queries:
- Remote deposit capture
- Payment Center
- Positive Pay: Check positive pay, ACH positive pay, reverse positive pay
Business Account Closure
ACH & Wire:
- ACH deletion/reversals
- Wire PIN acknowledgement
- ACH & Wire inquiries
- ACH return/settlement
- Wire limit change
Additional Account Support
- Add user to Payment Centre
- Add/remove accounts
- Account maintenance
Service & Quality Responsibilities
- Meet required criteria for call quality standards
- Maintain customer relations with a high degree of internal and external customer service
- Possess effective problem‑solving skills to ensure timely problem recognition and resolution
- Adhere to internal policies to ensure compliance with legal parameters as well as company policies and procedures
- Record and update customer information via the organization's internal systems
- Resolve customer queries at first point of contact
- Influence and negotiate with customers to ensure a satisfactory outcome for both the company and the customer
- Ensure call handling and service quality is maintained
Qualifications
- Strong communication skills; language proficiency in English
- Ability to work independently and within a team environment
- Critical listening and thinking skills
- Training/teaching skills
- Strategic management skills
- Negotiation skills/experience
- Time management skills
- Customer service oriented
- Decision making/problem solving skills
Knowledge/Experience
- Previous experience: 1–2 years of experience in an inbound customer service environment (Contact Center/Call Center – preferred)
- Commercial banking understanding/experience; Treasury Management preferable
