Sales and Service Representative
Job Summary
As a Sales & Service Representative within the Customer Care Center, you will handle customer inquiries, resolve disputes, and assist with online banking. The role involves transitioning service interactions into sales opportunities by recommending relevant products and services. You will maintain high customer satisfaction levels while working in a virtual, secure, and quiet home-based environment.
Responsibilities
- Handle customer service inquiries and disputes
- Identify and present sales opportunities for banking products
- Provide technical support for online banking tools
- Maintain accurate documentation of customer interactions
Required Skills
- Customer service and sales experience
- Strong verbal communication skills
- Problem-solving and active listening
- Tech-savvy with high-speed internet capabilities
- Attention to detail
Job Details
### Job Description
- Performs customer service and sales support activities and initiatives.
- Transitions service conversations to present sales opportunities to increase share of wallet to customers, handles inquiries, and offers home secured lending products.
- Supports a complex dedicated suite of products/services, and/or leverages an advanced process or tool to support external customers.
- Delivers CARES model to customers and service partners.
- Receives, investigates, and responds to customer service and sales inquiries regarding products, services and issues via all channels through which customers are served.
- Refers applicable products and services. Recommends appropriate solutions. Follows defined treatments and/or employs active listening skills to present alternative solutions.
- Resolves customer service inquiries and issues. Recommends appropriate solutions. Maintains high levels of customer satisfaction. Demonstrates commitment to quality. Resolves more complex or reoccurring issues where appropriate, and identifies root cause.
- Documents customer interactions and thoroughly completes service requests to minimize customer effort or additional action.
### Expectations for Virtual Workplace
- Work Space: Must provide a dedicated, confidential work space with a door that can be closed for privacy.
- Technology: Must possess a cell phone, tablet, or smart watch capable of running the PingID application.
- High-Speed Internet: Must have a direct wired connection to a cable or fiber modem, capable of at least 20 mbps download and upload speeds.
### Qualifications
- Experience: Typically requires 1+ years of related experience. A comparable combination of education, job-specific certification(s), and experience may be considered.
- Certifications: Home Lending Designated Lender Certification.
- Competencies: Accuracy and Attention to Detail, Customer Experience Management, Effective Communications, Fraud Detection, Problem Solving, Selling, Tech Savvy.