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Customer Service Specialist
Bank of the West
Tempe, AZ, United States
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Description
Job Description Summary
Receives, records, and reconciles internal and external customer service inquiries, and complaints in a timely and professional manner.
Essential Job Functions
• Answers incoming customer telephone calls in a courteous and professional manner.
• Responds to and investigates customer inquiries, concerns, and issues via phone, fax, mail, and e-mail in a timely and courteous manner.
• Receives, records, and routes customer changes in appropriate manner.
• Answers customer inquiries and provides appropriate technical and/or product related information.
• Researches and resolves customer complaints and/or billing issues.
• Contacts customers when necessary to follow-up on customer issues or orders.
• Obtains customer feedback information.
• Effectively communicates customer issues and concerns to all applicable internal staff members.
Other Job Duties
• Documents all contacts, actions, and responses in customer database.
• Maintains working knowledge of products, and/or services.
• Prepares reports and correspondence as needed.
• Performs other duties as assigned.
Qualifications
Required Experience
• Requires customer service experience
• Follows basic work routines and standards.
• Typically does not require prior experience.
Skills
• Knowledge of equipment financing and leasing, insurance, and UCC’s.
• Filing UCC continuations, assignments, and terminations.
• Reviewing insurance certificates and its requirements.
• Excellent customer service skills.
• Excellent verbal and written communication skills.
• Commitment to excellence and high standards.
• Strong organizational skills; prioritize and self manage workflow.
• Work independently and as a member of various teams and committees.
• Ability to understand and follow written and verbal instructions.
• Acute attention to detail.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Ability to perform diversified clerical functions and basic accounting procedures.
• Ability to effectively communicate with people at all levels and from various backgrounds.
• Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
• Bilingual skills a plus, but not required.