Location: Cleveland, OH, United States
Work for a dynamic organization in the banking industry that is focused on fostering a strong sense of community where each employee has an opportunity for growth, to do the work that matters and work in a place where results are rewarded.
Our Client provides retail and commercial banking services, investment banking services, consumer finance, and other banking/finance services for individuals and companies.
In a financial services contact center environment, the Banking Specialist, Online will receive inbound service emails or chats from clients. While interacting with clients, the Banking Specialist, Online will answer inquiries, resolve issues, respond to client needs, uncover and explore opportunities to sell additional products and services, and make qualified sales referrals.
Essential Job Functions
Consistently deliver distinctive client service that is knowledgeable, empathetic, patient, prompt, and courteous.
Build rapport and strengthen client relationships while servicing client needs with account inquiries, servicing needs, and issue resolution.
Research and provide verification and documentation of client issues and resolution.
Maintain thorough knowledge and understanding of products and services.
Effectively educate clients on the features and benefits of products and services.
Recognize client needs and opportunities to offer additional or enhanced products and services.
Knowledgeably respond to and overcome client objections.
Act as peer mentor to other Banking Specialists, including those recently hired into the same functional unit.
Display consultative selling skills to build rapport, strengthen and expand client relationships.
Recognize and effectively act upon client retention opportunities.
Act as liaison for clients to provide first call resolution by coordinating and following up with other departments or lines of business as appropriate.
Refer clients to the appropriate sales source for sale closure.
Strong interest in technology to include mobile, emails and computers.
Adhere to established policies and procedures related to servicing, sales, regulatory compliance, quality, and sales client contact strategy.
High school diploma or GED.
1 to 2 years client services and/or sales experience required.
Work experience requiring multi-tasking and attention to detail.
Demonstrated success in problem solving and resolving client issues/concerns.
Ability to work in a fast paced, high volume, and high pressure environment.
Strong interpersonal and written communication skills.
Computer proficiency with knowledge and experience in Windows environment.