GENERAL FUNCTION: Handles complex, technical Client telephone interactions (email, phone, etc.) providing outstanding Client service. Is knowledgeable on multiple CPS devices and working aspects of these devices. By using job knowledge and the information available, makes every effort to answer the Client's question/solve the problem. Educates the client on usage and proper handling of the devices.
ESSENTIAL DUTIES & RESPONSIBILITIES: Handles Client telephone interactions in a professional, courteous manner. Provides accurate information to the Client. Explains products and policies so the Client can understand. Provides high level complexity support for all CPS (Currency Processing Solutions) devices Assumes ownership on every Client interaction to answer the Client's questions and solve the problem during the initial contact. When escalation is required to provide Client resolution, tech will accurately route the Clients issue to the appropriate department. Follows departmental policies and procedures, particularly in regards to Client confidentiality. Accurately enters or confirms Client information into database; initiates and/or completes proper request forms in assisting Clients. Handles a significant number of Client interactions within the call center environment. The interactions will be received via phone or email. Proactively monitor Device Connectivity and Performance then take appropriate corrective measures. Actively provide feedback on vendor performance and assist with vendor improvement. Continuously utilized computer systems for tracking, information gathering, and/or troubleshooting. All issues or requests are successfully tracked by creating a service request within the CRM application. Adheres to minimum call center standards for quality, schedule adherence, attendance, and performance goals. Suggest improvements and changes to processes and policies to improve productivity or Client satisfaction. Continually learning and developing knowledge of Bank products and services.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED: High school education or equivalent. Minimum 2 years previous Client service or CPS Product knowledge required. Must be able to perform detailed & accurate data entry as well as have advanced computer skills. Knowledge of banking products and procedures required. Superior Client service skills and the ability to articulate and explain information clearly & concisely. Superior telephone communication and troubleshooting skills are required. Must be able and willing to learn about new devices, products and services in an expedient manner.
• CPS- Currency Payment Solutions
• Hours of operation are 24/7
• We have associates working all shifts.
• The CPS project is cash machines that are placed at businesses around the United States. This group does a lot of technical trouble shooting. They will have contact with internal employees in the field and also customers of the bank.
Schedule: 3rd Shift, Sunday Morning through Thursday Morning - 12:00am - 8:30am
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