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Customer Service Representative
BankUnited
Miami, FL, United States
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Job Description
SUMMARY: This position is responsible for processing customer transactions and researching and resolving customer inquiries by completing maintenance on BankUnited's customer service applications. This position is responsible for providing excellent customer service to BankUnited customers and handling calls/customer contact within established guidelines.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties and special projects may be assigned. Levels of Authority and Decision Making are indicated as follows:
• Provides service that makes a difference!
• Maintains call productivity & quality scores well above minimum standards.
• Acquires, demonstrates and utilizes knowledge of Retail, Online banking, Mortgage and Business product expertise.
• Furnishes prompt, efficient and accurate service while servicing customer inquiries.
• Demonstrates excellent communication and active listening skills.
• Ensures that the company's customers receive an exceptional level of service. Meets established guidelines and SLA's.
• Handles customer inquiries efficiently and effectively.
• Demonstrates abilities to Cross sell financial services and products.
SENIOR LEVEL RESPONSIBILITIES: N/A
SUPERVISORY RESPONSIBILITIES: N/A
QUALIFICATIONS/COMPETENCIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE:
A high school diploma or the equivalent and 1 -- 2 years of Call Center experience, retail banking products and/or Residential Loans experience preferred. Computer knowledge and good interpersonal skills are important qualities for individuals considering applying for this position. Strong communication and problem solving skills are a must, particularly strong verbal communication and active listening skills. Because BankUnited's Customer Service Representatives communicate through e-mail, good typing, spelling, and written communication skills are necessary. Bilingual candidates preferred but not required.
COMMUNICATION/LANGUAGE SKILLS: Ability to speak, read and write in the English language; Spanish (or other languages) helpful. Ability to read and comprehend simple instructions, short correspondence and memos; write simple correspondence; and effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.