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Contact Center/Digital Banking and Cash Management Representative

Company: Flushing Bank
Location: Uniondale
Posted on: November 26, 2022

Job Description:

General Statement of Duties: Responsible for servicing customers and prospects by fielding questions, solving problems and responding to telephonic or electronic channel inquiries. Handle customer complaints with professionalism and escalate issues to management when necessary. Utilize a variety of systems when responding to customer requests and offer solutions. Provide knowledge of our products and services using the current customer interaction model. Major Duties and Responsibilities:

  • Respond to inquiries and service consumer and business clients.
  • Escalate unresolved issues to management to ensure a positive customer experience.
  • Enhance brand awareness by providing customers with current product and service information.
  • Recognize opportunities for sales referrals and utilize established referral process.
  • Make decisions when necessary, according to authority and procedures.
  • Perform services requested by customers including profile updates and account maintenance. Provide troubleshooting and technical support.
  • Complete all required regulatory and compliance training as assigned.
  • Update job knowledge by participating in educational opportunities.
  • Meet quality assurance requirements and other key call performance metrics.
  • Follow-up with customers and colleagues according to the departmental service level agreement timeframes.
  • Recognize opportunities for process improvement and communicate to management.
  • Perform specific and delegated duties as assigned by supervisors and /or management. Minimum Qualifications:
    • Job requires a high school diploma or equivalent with adequate proficiency in language, math and reasoning skills.
    • Computer literacy in Microsoft Office applications
    • One-year experience in a retail banking, call center or electronic services (ACH) field.
    • Background in Cash Management products and services; Commercial Online Banking, Remote Deposit, Positive Pay
    • Knowledge of bank compliance and regulations.
    • Ability to work a flexible schedule
    • Bilingual Spanish (preferred) Skills and Abilities:
      • Technical proficiency in software navigation
      • Excellent listening skills and the ability to ask questions to understand customer concerns and overcome objections
      • Strong organizational skills
      • Strong written and verbal communication ability
      • Speed and Accuracy
      • Creative problem solver and able to make decisions EOE, including Disability and Veterans

Keywords: Flushing Bank, New York , Contact Center/Digital Banking and Cash Management Representative, Accounting, Auditing , Uniondale, New York

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