Job Detail

Job Description:

The National Service & Solutions (NS&S) organization delivers high quality care for internal and external clients with complex situations or escalated calls involving high risk requests, multiple products and unique needs. NS&S uses a call center/contact center structure to engage with external clients and Financial Centers all over the country. NS&S is committed to continuous improvement of their processes and skill development for their employees.

During every phone interaction, a Senior Customer Service Specialist:

• Delivers a positive client experience based on enterprise Client Care pillars – Take Ownership, Act with Empathy, Make it Easy, Get it Right and provides the extra patience, kindness and sensitivity needed during this difficult life event

• Gains a full understanding of the client’s perspective and needs with inquisitive conversation while simultaneously showing empathy and building rapport and trust

• Gains a full understanding of the Bank’s options for meeting the client’s needs by researching the client’s full bank relationship and product/procedure reference material using multiple systems

• Provides a recommended course of action that is compliant with all guidelines and in the client’s best interest

• Maintains adherence to service level agreements and all laws, rules and regulations

Required Skills and Knowledge:

• A desire to advocate for internal/external clients to meet and exceed their expectations (Customer focus)

• Ability to show a genuine concern for people, their needs, and their perspectives with voice tone, word selection, and listening (Empathy)

• Interpersonal verbal communication skills that build rapport and trust, deliver information in an easy to understand manner, and clearly articulate why a solution is the best course of action

• Interpersonal written communication skills to accurately document activity in proper business writing

• Ability to breakdown complex problems into sequential priorities and then select solutions to resolve the entire problem (Analytical, critical and design thinking)

• Seeks opportunities to improve depth/breadth of knowledge and personal performance (Desire to learn)

• Ability to leverage multiple software applications to execute an intricate process

• Ability to remain current with iterative software and process updates

Desired Skills and Knowledge:

• 1+ years of experience working with clients and handling difficult client situations in a service setting such as banking, food service, retail, hospitality, sales, call center etc.

• 1-2 years of experience in the Banking/Financial Industry

• Basic understanding of banking products and operations

• Communication strategies for clarifying information or de-escalating a situation

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