Customer Service Representative

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