JOB SUMMARY: The Service Specialist is responsible for providing friendly, expedient, and professional customer service to Forbright Bank customers via telephone and/or written correspondence. Supports a customer service environment that is focused on the Forbright’s mission, vision, and core values.
Must be local or willing to relocate at own expenses. Hours of operation Monday – Friday (excluding federal holidays) 5am – 5pm Pacific Standard Time. Available schedules will be provided once employment offer is provided.
- Handle inbound customer calls in a fast-paced contact center environment
- Use effective communication and probing questions and critical thinking skills to identify customer needs and provide relevant solutions which may include offering banking products
- Ability to manage multiple tasks such as efficiently navigating between systems and resources
- Advise and educate customers on available Forbright digital tools and resources to improve the user experience
- Answer all inbound calls by welcoming callers in a polite, friendly, and professional manner. Continue great customer service throughout the phone call by thanking caller by name, demonstrating interest and willingness to help, projecting energy in tone, being friendly and genuine and ensuring callers’ needs are fulfilled
- Provide outstanding customer service by demonstrating empathy, active listening, and professionalism
- Embrace continuous improvement and development through coaching and collaboration with manager and team members
- Is knowledgeable of and adheres to established policies, procedures and processes and exercises appropriate approval authority
- Ability to identify solutions leading to the retention and the building of member relationships while consistently maintaining a high level of customer service
- problems
- May assist in training new and existing employees, in conjunction with Contact Center management and the Training Department
- High School Diploma or equivalent required
- Preferred two years customer service experience.
- Preferred previous job duties in a CSR / Customer Service Representative titled position.
- Knowledge of financial institutions
- Experience in the use of general math, experience with ten-key and basic computer skills
- Possesses excellent written and oral communication skills. Use language effectively to gather information and facilitate the exchange of thought and ideas. Expresses self clearly and logically
- Possesses exceptional analytical skills and use of sound judgement. Is competent at applying logic to solve problems
- Competently handles a variety of task simultaneously independently
- Competently works under pressure, is skilled at calmly diffusing highly charged situations and works with a sense of urgency
- Proficient at researching and analyzing information
- Possesses strong interpersonal skills
- Possesses excellent collaboration skills and uses positive communication techniques to effectively resolve conflict
- Is a quick and thorough learner and competently applies newly learned information
- Is quick to adopt and support frequent updates and changes
- Must be detail oriented and skilled in data entry
The pay range for this position is below. The specific rate will depend on the successful candidate’s qualifications and prior experience. $45,000 (entry level qualifications) to $55,000 (highly experienced).