Video Support Agent

Qualifications

• 1-3 years of recent (within 1-2 years) experience in customer service or professional office experience.
• Previous client facing banking experience.
• Ability to receive 25-30 inbound calls daily.
• Great oral communication and grammar.
• High professionalism.

• Familiarity in personal banking
• Bachelor's degree in related field
• Professional Business settings (Administrative roles)
• Bilingual (Spanish and English)

The Client First Center is hiring for a Video Banking Agent that provides a high quality customer service experience for personal bankers of a local bank. Their focus will be on personal banking: checking and saving accounts, transactions, loan payments, checks, and personal banking information. There will be at most 30 inbound video chats daily helping the customers troubleshoot any questions or issues that may pop up.

• Monitor technical problems and correct deficiencies; monitor processing systems for efficient utilization.
• Answer customer inquiries relating to bank products and services. Inquires may be received via ITM session delivered through ITM routing technology.
• Remain current on the local banks products, services, policies and procedures.
• Resolve customer inquiries or issues with respect to any loan product offered by the local bank.
• Resolve customer issues through account research and utilization of support materials and resources.
• Perform customer account transaction and maintenance activities accurately.
• Strive for first contact resolution of customer inquiries, transactions and problem resolution.
• Escalate customer requests requiring additional knowledge or expertise as defined by department leadership.