Service Specialist, Digital Banking

DUTIES AND RESPONSIBILITIES:

Handle inbound and outbound customer calls, secure messages, and/or emails in a fast-paced contact center environment

Use effective communication and probing questions and critical thinking skills to identify customer needs and provide relevant solutions which may include offering banking products

Manage multiple tasks such as efficiently navigating between systems and resources

Advise and educate customers on available Forbright's digital tools and resources to improve the user experience

Assist in application researched and customer communication around applications

Intake/process Reg E claims in accordance with Federal Guidelines

Support fraud analysts by gathering information and logging findings within various systems

Frequent communication with fraud analysts and other customer service representatives

Answer all inbound calls by welcoming callers in a polite, friendly, and professional manner. Continue great customer service throughout the phone call by thanking caller by name, demonstrating interest and willingness to help, projecting energy in tone, being friendly and genuine and ensuring callers’ needs are fulfilled

Provide outstanding customer service by demonstrating empathy, active listening, and professionalism

Embrace continuous improvement and development through coaching and collaboration with manager and team members

Is knowledgeable of and adheres to established policies, procedures and processes and exercises appropriate approval authority

Identify solutions leading to the retention and the building of member relationships while consistently maintaining a high level of customer service

Assist in training new and existing employees, in conjunction with Contact Center management and the Training Department

Perform other duties as assigned

QUALIFICATIONS:

High School Diploma or GED required

Minimum of 2 years of customer service experience required

Previous job duties in a Customer Service Representative titled position preferred

Knowledge of financial institutions

Experience in the use of general math, ten-key, and basic computer skills

Can use language effectively to gather information and facilitate the exchange of thought and ideas; express self clearly and logically

Possess exceptional analytical skills and use of sound judgement; competent at applying logic to solve problems

Competently works under pressure; is skilled at calmly diffusing highly charged situations and works with a sense of urgency

Quick and thorough learner and competently applies newly learned information

Quick to adopt and support frequent updates and changes

Detail oriented and skilled in data entry

Proficiency with Microsoft Office tools (Outlook, Word, PowerPoint, Excel)

Excellent verbal, written, and interpersonal communication skills

Strong organizational skills and attention to detail

Outstanding problem-solving and time management skills

Self-motivated, self-directed, and results-oriented

Adaptable and able to multitask in a fast-paced environment

Can work independently and within a team; solution-oriented with a collaborative approach