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Primary responsibility is to provide unparalleled service to members, prospects and Company for Lutheran affiliates to a variety of account servicing needs as well as making product recommendations based on the assessment of those needs.
This position serves as an entry point to the Bank Call Center for caller inquiries and/or complaints via the telephone.
This position will also be a back up to our Bilingual (Spanish) Associate Customer Care professional.
Job Duties and Responsibilities
Handle sensitive telephone communications with callers, which may include highly confidential information and influence behavior through verbal communication to ensure high level of customer satisfaction.
Manage member accounts in a prompt, efficient manner, providing correct, thorough responses to needs and requests.
Open new accounts for new and existing members.
Proactively seek opportunities to identify service and products needs as a way to leverage contact with supporting sales team.
Educate callers on benefits, features and applicable solutions to promote first call resolution.
Responsible for keeping current on product offerings, new marketing pieces and changes to policies/procedures.
Process financial transactions efficiently and accurately.
Required Job Qualifications
High school diploma required. College degree preferred.
Bilingual in Spanish
1-3 years prior customer service or financial service industry experience.
Customer service and/or sales experience preferred.
Call center experience a plus.
Other Critical Factors
Proficient in a variety of mainframe and PC based applications in a multi-tasking environment.
Demonstrate excellent interpersonal skills as well as verbal and written communication skills.
Thrives in a fast-paced, intense environment that has the potential for stress.
Fosters teamwork and collaboration.
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