Customer Resolution Specialist

Customer Resolution Specialist

OK OKC 39th Expressway - Oklahoma City, OK 73122; OK Norman Downtown - Norman, OK 73069
Overview

Category Customer Service
Description

Looking for a rewarding career in customer service? We just increased our hourly minimum rate! We're also offering a $1,000 sign-on bonus with a 1-year retention agreement. We'll provide you with the training needed to be successful!
Schedule: 12:00pm - 9:00pm Mon, Tues, Wed, Thur
8:00am - 5pm Saturdays
The Customer Resolution Specialist (CRS) provides exceptional service in the Bank's Contact Center by interacting with clients over the telephone and through online chat methods. Develops and maintains strong client relationships by recognizing client needs through effective listening skills, asking need-defining questions, using critical thinking skills, and recommending appropriate products or services. The successful CRS demonstrates a strong desire to build client respect and trust through credibility, friendliness, sincerity, empathy, and patience. Excellent communication skills over the telephone and live chats and the ability to handle a large volume of contacts are essential. The CRS role is challenging, and the environment is fast paced, yet rewarding. Our colleagues take the time to truly listen to our clients and take ownership so they can effectively resolve all inquiries and concerns.
Qualifications

Experience Requirements: At least (1) year previous banking and/or contact center experience required. Previous experience with live chat communication is a plus. Education Requirements: High school diploma or equivalent required. Other Requirements (Skills, Abilities, Characteristics): Exceptional listening skills and attention to detail in order to discern client needs. Able to think, reason and react quickly in order to formulate solutions and provide personalized client service. Able to demonstrate empathy with client concerns. Able to consistently handle a large volume of contacts via the telephone or internet, deal with stressful situations, remain calm under pressure, and act in the Bank's best interest. Courtesy, tact, and diplomacy are essential elements of the job. Must be capable of dealing calmly and professionally with different personalities or individuals from diverse cultures at various levels within and outside of the Bank. Superior verbal communication skills. Must have the ability to speak articulately, converse intelligently, clearly and understandably over the telephone with clients and co-workers. This requires a pleasant and professional tone and demeanor, rate of speed when speaking, and an ability to be clear and concise. Strong written communication and keyboarding skills in order to accurately document/track status of issues, assist clients via internet or our mobile app, and respond to professional communications. Able to work independently with minimum supervision in a fast-paced environment. Able to quickly gain knowledge and understanding of all bank products and services offered, including new products and services as they are introduced. Strong organizational skills that enable multiple tasks to be balanced. Independent decision-making ability within defined guidelines. Adapts quickly to change and remains flexible. Able to maintain positive team spirit and communication. Supervisory Responsibility: None Physical Requirements: While performing the duties of this Job, the employee is required to work in a normal office environment.