Online Customer Service Representative

IBC Bank successes are the result of an aggressive and innovative attitude. The Bank's "We Do More" philosophy reflects its dedication to the growth and success of its employees, customers and communities.   IBC bank hires talented, creative and dedicated individuals to help our business succeed.  We are a company that values leadership, community engagement and relationship building that leads to a culture of excellence.   We are currently seeking to fill positions across all business segments. IBC's focus is to be customer centric and strive to provide excellent customer experience. 

Time Type:

Full time

This is an in-office position.

Department:

1140 Call Center

Job Summary:

An Online CSR is responsible for guiding Online users through the Online Banking application. This involves trouble shooting errors, educating users on the services available. In addition the Online CSR will answer questions relating any other bank related inquiry or requests. They are also responsible for identifying suspicious activity and failed processes. Agents solicit sales of new or additional services. Maintain confidentiality of bank records and documents. Duties as assigned. Be able to adapt easily to a changing work environment. Agents are assigned productivity and service quality goals. This is an IBC on-site position.

Job Description:

ESSENTIAL JOB FUNCTIONS

The statements on this job description are intended to describe the general nature of level of work being performed by incumbents.  They are not an exhaustive list of all responsibilities, duties, and skills required by all incumbents.

• Provide service and support to advance on-line questions.

• Process customer inquiries utilizing bank resources. 

• Assist calls with one call resolution.

• Refer new or additional services as needed

• Process customer inquiries utilizing bank resources. 

• Assist calls with one call resolution.

• Analyze suspicious activity and takes appropriate steps to protect the customer and the bank.

• Refer new or additional services as needed

• Review the customer requests and submit appropriate documentation to fulfill the request.

• Maintain confidentiality of bank records and documents.

• Meet quality and performance standards

• Utilize technical skill to troubleshoot online issues

• Process Online disputes

• On the Job training as assigned

• Other duties as assigned

SKILLS

• Oral and written communication skills

• Critical Thinking

• Empathy and Adaptability

• Good customers service relation skills

• Flexible to work schedule

• Knowledge with different mobile operating system such as Android and iOS.

• Proficient with various search engines or internet browsers.

• Must be willing to work in an environment that requires 100% phone-based customer interaction Preferably with Customer Service experience

• Bilingual in English and Spanish

EDUCATION

• High School diploma or GED

• 1 year in a customer service environment/technical help desk environment, preferably by phone