The Customer Service Assistant is responsible for providing telephone support regarding a customer's debit or credit card. This employee takes calls from customers regarding various issues including card replacement requests, security holds, lost/stolen cards, checks, PINS and securing accounts. These are very emotionally charged phone calls that require tact and patience. In addition to phone calls, a certain number of administrative tasks must be performed. Candidate will be required to work a rotating schedule Monday through Friday 8:00 am to 8:00 pm and Saturday 8:00 am to 3:00 pm .
Description of Duties:
*Provides on-going support to both internal and external customers in a prompt and courteous manner ensuring that the customer is served in a timely manner.
*Handles customer phone inquiries regarding ATM/POS and Credit Card transactions, lost/stolen items, disputes etc.
*Provides branches/departments with the back office support necessary in servicing their customers' needs in an accurate and timely manner, i.e. dormant status changes, card withdrawal changes, lost card replacements, credit card statement inquires.
*Answers account security telephone lines for lost/stolen cards, checks, PINS and secures the accounts.
*Opens new credit cards for retail and corporate customers.
*Supports department general ledger input.
*Processes associated adjustments to customer's account for Dollar Bank customers using foreign ATMs/POS devices and foreign customers using Dollar Bank ATMs.
*Assists branches with ATM balancing/problem solving.
*Completes security reports and proper disposition of the account.
*Maintains an awareness of new operational policies/procedures and compliance of REG E and REG Z and utilizes this knowledge in the day-to-day operations of the department.
*Branch banking experience preferred.
*Familiarity with Microsoft Word and Excel.
*High school diploma or GED required.
*Strong customer service orientation and experience, including dealing with external customers on a regular basis.
*Ability to diplomatically handle emotionally charged telephone calls.
*Knowledge of Credit Card products and services helpful.
*Ability to effectively communicate both orally and in writing with customers and bank employees.
*Must be an involved team player and positive acceptor of on-going change.
*Attention to detail and good organizational skills is required.
*Must have a willingness to learn Bank products/services/fees.
*Some knowledge of general ledger balancing or researching out-of-balance conditions helpful