CCB Sr. Specialist I - Branch Operations Support
Employment Type: Full-Time
Industry: Customer Service/Call Center
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Working at Chase means making a real difference every day for your customers, your community and yourself. How? By putting others first, doing what s right and creating solutions that make lives better. Build your career on our strong foundation and help shape what s next for you and for us. Chase, a leading provider of diverse financial services worldwide, is actively seeking team members to create lifelong engaged relationships with our customers by delivering superior service and quality with every customer interaction. Successful candidates in this vital position are flexible and problem-solvers who enjoy helping customers resolve their questions and concerns. Branch Operations Support is looking for candidates to work in our fast paced and dynamic call center. As a Specialist in Branch Operations Support, you will take incoming calls from branch employees who have questions about policy and procedures, complex customer issues and assisting with the review of documents. Specialists in these roles will service a variety of different call types while utilizing multiple resources for assistance. Best in class service is provided to callers by giving them fast and accurate resolutions while maintaining a high degree of professional integrity on each and every call. Specialists will maximize their efficiency and productivity by adhering to a set schedule. We are looking for individuals with a passion for Customer Service with the following skills: Strong Customer Focus Take ownership of each customer while empathizing and prioritizing customer needs Resolve conflicts and manage customer expectations Determine customer needs and provide appropriate solutions through relationship building Strong Communication Skills Effective verbal and written communication Document customer account activities thoroughly and concisely Engage in interactive dialogue with customers through active listeningStrong Problem Solving Skills Approach escalated problems logically and with good judgment to ensure the appropriate customer outcome Make appropriate decisions on behalf of the customer quickly and effectively Effectively prioritize work to ensure efficiency Conduct research Strong Analytical Skills Critical thinking and ability to exercise independent judgment Accuracy and attention to detail Required to abide by all applicable regulatory and department practices and proceduresStrong Computer Skills: Experience with multiple browsers, multiple tabs, window navigation and instant messenger tools Fluency in Windows Operating Systems and Microsoft Office toolsChase provides a professional and fun environment for employees so they can focus on providing great service to our customers. As part of a diverse and dynamic team, Specialists receive ongoing training and development to enrich their skills and build a career at Chase. Training Schedule: Formal paid training will take place dependent on the training requirements for the position and days and times of the training may vary. Specific information will be provided by the Recruiter. Work Schedule: Work schedules will vary. Candidates must be willing to work schedules during our operating hours, which include evenings and weekends. Specific information will be provided by the Recruiter. Our team members are dynamic. They seek opportunities to take initiative, adjust quickly to change, have a positive attitude, and take responsibility for results. They are able to deliver a great customer experience, even when handling challenging situations by offering customers alternative solutions and enhanced products. See how our telephone specialists make a real difference for our customers: Video: Launching Your Career as a Call Center Specialist We have opportunities for Sr. Specialist I positions in our Branch groups. Our Customer Service group provides exceptional customer service to our retail and credit card customers with a broad array of products and services. Who are we looking for? Successful Specialists balance their focus on business results with offering options and finding solutions to help our customers. They also: Are very comfortable communicating with customers in a metrics-driven environment Are able to navigate multiple technologies while staying engaged our customers Demonstrate resiliency, and extreme adaptability in a fast paced environment Possess strong customer focus with the ability to have detailed conversations with our customers Take ownership of each customer interaction while treating customers with respect and responding with empathy Document customer account activities thoroughly and concisely Demonstrates personal excellence including punctuality, integrity and accountability Approach problems logically and with good judgment to ensure the appropriate customer outcome Make appropriate decisions on behalf of our customers quickly and effectively Effectively prioritize work to ensure efficiency Are required to abide by all applicable regulatory and department practices and procedures Have the ability to work independently and in a team environment Think critically and exercise independent judgement Minimum Qualifications:
Minimum of two year of customer interaction or customer support experience strongly preferred, either by phone or face to face Must be willing to work in an environment that requires 100% phone-based customer interaction Proficiency with advanced computer functions including mouse and keyboard usage, launching applications, conducting searches on the Internet, and maneuvering in a Windows-based environment strongly preferred High School Diploma or equivalent required
See how our specialists make a real difference for our customers:
Work schedules will vary. Candidates must be willing to work schedules during our operating hours, which include evenings and weekends. Specific information will be provided by the Recruiter.
This position requires that you attend the training as scheduled and the hours may not coincide with your regularly scheduled hours.
Associated topics: call center, client service, customer, customer service representative, guest, help desk, representative, service call, telephone, trouble resolution
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