Call Center Customer Service Representative

Job Title: Call Center Customer Service Representative

• Handle inbound customer calls in a professional and courteous manner
• Provide accurate information regarding banking products, services, and policies
• Resolve customer inquiries during the initial call without unnecessary transfers
• Complete required follow-ups within committed timelines
• Maintain strict customer confidentiality and comply with departmental policies
• Accurately enter, update, and verify customer information in internal systems
• Initiate and complete documentation and request forms as required
• Effectively use computer systems for call tracking, troubleshooting, and data entry
• Educate customers on bank products and services, including upselling and cross-selling when appropriate
• Identify and suggest improvements to processes that enhance productivity and customer satisfaction
• Continuously update knowledge of banking products, services, and procedures
• Perform additional duties as assigned

• High school diploma or equivalent required
• Basic computer skills with the ability to perform data entry
• Knowledge of banking products and procedures is an advantage
• Prior customer service or call center experience preferred
• Excellent verbal communication and telephone etiquette
• Strong problem-solving skills and customer-focused attitude
• Ability to work in a fast-paced, onsite call center environment