girl looking into her desktop
Back to search results

Senior Customer Service Specialist

Scranton, Pennsylvania

Job Description:

Handles complex or escalated calls from clients or internal partners providing seamless delivery of service. Performs routine and complex account maintenance. Handles inquiries from other financial institutions, providing status and updating cases to bring final resolution to posting defects. Required to solve problems and investigate/resolve a wide variety of issues and requests that include gathering additional information, setting expectations and working with other support organizations to fulfill the request. Adheres to established service level agreements. Handle escalated issues by successfully navigating the organization while mastering multiple systems to resolve customer requests. Accountable for the successful resolution of all customer requests. May involve placing the customer in the appropriate product or service. Typically requires 2-3 years of call center or banking center experience.  This role will primarily be supporting the Deposits skill call volume within National Service & Solutions. This role handles incoming telephone inquiries from Financial Centers, clients and third parties involving high risk client requests requiring special handling, additional steps, and/or complex processes. This includes the Deposits skill which provides Financial Center policy and procedure support.

Minimum Required Skills (Must Have for Further Consideration):

  • 1+ years of experience working with clients
  • 1+ years of experience handling difficult situations with clients
  • Intermediate proficiency (1-3 years of experience) in written (including grammar and spelling) and verbal communications
  • Comfortable receiving ongoing performance feedback and coaching
  • Ability to engage with clients, begin a conversation, build rapport, and handle objections
  • Comfortable receiving ongoing performance feedback and coaching
  • Comfortable with ongoing change and learning new technology/processes
  • Ability to analyze and resolve client inquiries
  • Ability to provide a positive client experience through creative solutions
  • At least an intermediate ability in computer skills.
  • Ability to navigate multiple computer systems while interacting with the clients

Desired Skills (Additional/Preferred Skills):

  • 1-2 years of experience in the Banking/Financial industry
  • 1-3 years of experience working in a call center

Initially you may be required to work from home and/or remotely in this role:

  • Internet Service Provider at home (no public WiFi or Internet)(high speed internet access and a secure or password-protected internet connection)
  • Sufficient room to set up a laptop, monitor, keyboard and mouse
  • Comfortable space to work for a full shift
  • Quiet, private and SECURE space in which to work

Job Band:

H6

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Monday – Saturday 9:00am-6:30pm (Wed or Thur off, TBD)

Referral Bonus Amount:

600

Job Description:

Handles complex or escalated calls from clients or internal partners providing seamless delivery of service. Performs routine and complex account maintenance. Handles inquiries from other financial institutions, providing status and updating cases to bring final resolution to posting defects. Required to solve problems and investigate/resolve a wide variety of issues and requests that include gathering additional information, setting expectations and working with other support organizations to fulfill the request. Adheres to established service level agreements. Handle escalated issues by successfully navigating the organization while mastering multiple systems to resolve customer requests. Accountable for the successful resolution of all customer requests. May involve placing the customer in the appropriate product or service. Typically requires 2-3 years of call center or banking center experience.  This role will primarily be supporting the Deposits skill call volume within National Service & Solutions. This role handles incoming telephone inquiries from Financial Centers, clients and third parties involving high risk client requests requiring special handling, additional steps, and/or complex processes. This includes the Deposits skill which provides Financial Center policy and procedure support.

Minimum Required Skills (Must Have for Further Consideration):

  • 1+ years of experience working with clients
  • 1+ years of experience handling difficult situations with clients
  • Intermediate proficiency (1-3 years of experience) in written (including grammar and spelling) and verbal communications
  • Comfortable receiving ongoing performance feedback and coaching
  • Ability to engage with clients, begin a conversation, build rapport, and handle objections
  • Comfortable receiving ongoing performance feedback and coaching
  • Comfortable with ongoing change and learning new technology/processes
  • Ability to analyze and resolve client inquiries
  • Ability to provide a positive client experience through creative solutions
  • At least an intermediate ability in computer skills.
  • Ability to navigate multiple computer systems while interacting with the clients

Desired Skills (Additional/Preferred Skills):

  • 1-2 years of experience in the Banking/Financial industry
  • 1-3 years of experience working in a call center

Initially you may be required to work from home and/or remotely in this role:

  • Internet Service Provider at home (no public WiFi or Internet)(high speed internet access and a secure or password-protected internet connection)
  • Sufficient room to set up a laptop, monitor, keyboard and mouse
  • Comfortable space to work for a full shift
  • Quiet, private and SECURE space in which to work

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21056856

Band: H6

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Lisa Fuentes

Referral Bonus:

600

Street Address

Primary Location:
1 Fleet Way, PA, Scranton, 18507