Job Title: Customer Service Specialist (Hybrid/4 days onsite after training)
Location: Lewisville, TX
Job Overview: The Contact Center Specialist II is responsible for providing outstanding customer service. This job answers inbound customer phone calls and works directly with customers to answer their questions.
Under moderate supervision, this job strengthens existing customer relationships and assists with the prospecting of new business opportunities.
Key Responsibilities: Provides outstanding customer service and supports improvements in operational execution to ensure service levels are achieved and exceeded.
Responds to a high volume of low complexity general inquiries (e.g., general product and pricing information, billing issues, etc.).
Provides responses to customer inquiries based on pre-determined scripts and other response guidance tools.
Escalates/redirects customers to applicable in-house resources as necessary.
Documents customer feedback and complaints.
Maximizes cross-sales opportunities through customer profiling techniques.
Identifies and promotes products to potential and existing customers.
Developing in-depth knowledge of organizational products and programs, as well as capabilities of team members within the department.
Educational/Experience Requirements: High School Diploma or GED.
1-5 years of customer service preferred.
Recent banking/finance experience required.