Customer Service Representative

Job Title: Customer Service Representative Location: Onsite at Phoenix, AZ Job Description:
· Responsible for responding to escalated inquiries and complaints requiring special handling.

· May resolve escalated issues/problems that have been forwarded by the management committee members and/or business chain of command.

· Communicating with other departments to resolve escalated issues.

· Having similar authorities as first-tier supervisors to make override decisions.

· Resolving the most complex customer inquiries and complaints.

· Processing complex transactions on-line.

· Performing extensive research to resolve the complex customer problems.

· Referring recommendations exceeding authority levels and/or items unable to meet resolution to top-level management for review.

· Project work to identify/implement process improvements, functioning as a team lead, and offering or recommending products and services based on customer needs.

· May require certification and may reside within an executive queue/office of the business.

· Strong knowledge and understanding of bank policies, procedures, and systems.

· Experience in processing complex transactions and performing extensive research to resolve complex customer inquiries/issues.

· Strong attention to detail and accuracy skills Excellent verbal, written, and interpersonal communication skills.

· Ability to effectively listen and elicit information.

Job Requirements: Required Qualifications:
· High School Diploma or GED.

· Requires 2 years of experience interacting with people or customers demonstrated through work, military, or education.

Working Hours: Monday -Friday 8:00 AM
– 5:00 PM.