ORS Partners

  • Customer Service Representative

    Job Locations US-PA-Langhorne
    Posted Date 2 months ago(6/18/2019 11:28 AM)
    Client & Job Location : Address
    43 Summit Square Center Suite 200
    Client & Job Location : Postal Code
    19047
    Job ID
    2019-6558
    # of Openings
    1
    Category
    Customer Service / Call Center
    Type
    Regular Full-Time
  • Overview

    BankMobile, a division of Customers Bank, has an incredible opportunity for a passionate, tech savvy and customer focused individual to support the promotion of BankMobile while also supporting our mission and strategy. The successful candidate will possess a passion for delivering a level of service that is world class; so superior that customers will routinely refer BankMobile to their friends and family members.

    Our team members wear many different hats in a single day! They sell BankMobile products and services to new and existing customers; they partner with current customers to answer their banking questions; and they provide mobile app technical support to assist customers, all with a smile!  They are constantly striving to find ways to do the following for our clients:  Make Them More Money, Save Them Money, Protect Their Money, Save Them Time & Loan Them Money.

     

    To be successful in this role you should possess the following skills/ abilities:

     

    • A friendly, confident, natural-born communicator. Even for the most experienced bank reps, products and services can be challenging to understand and explain to customers, so you need to be able to write and speak with clarity and precision. We provide you with the tools to be confident and accurate in your responses.
    • Have an insatiable appetite for learning. We expect our Agents to be interested in keeping up with financial literacy and education.
    • Able to roll with the punches and solve problems. This is where your entrepreneurial spirit comes into play. We are growing and evolving with each passing minute and we need our team to grow and evolve with us.
    • Possess the natural ability to lead and mentor fellow team members.
    • Be a brand ambassador. Our ideas of how to implement and succeed in mobile-only banking are epic!  We need you to be passionate about meeting or exceeding the Net Promoter Score and First Call Resolution goals that are set to ensure we are “the best in the business.”  We want you to believe in our mission and shout it from the rooftops.
    • Must be able to work flex-shifts day and evening, Saturdays and even the occasional holiday. The beauty of mobile banking is having access to your finances anytime, anywhere. We want our customers to have the same access to customer service that they have to their money.

     

     

    Responsibilities

    This position will be responsible for creating and tracking Service Level Agreements (SLAs), for the tickets created and submitted by the Contact Center and Resolution teams, ensuring customer commitments are executed within the required timeline on the SLA. 

    Qualifications

    • 3 – 5 retail banking experience
    • Exceptional Customer Service, including dedication to meeting or surpassing goals set for Net Promoter Scores and First Call Resolution
    • Dependable results driven, and achievement focused
    • Process driven
    • Experience using Oracle
    • Assertive, yet professional
    • Quick Problem-solving skills combined with the ability to determine root causes
    • Effective communication skills
    • Top organizational skills, including the ability to incorporate technical tools such as Outlook to ensure that we consistently meet all the commitments we make to our customers.
    • Detail oriented
    • Adaptable to Change
    • Comfort in a fast-paced work environment
    • Relationship building ability & focus
    • Financial acumen
    • Tech savvy, especially with mobile apps
    • Bilingual (Spanish/English) a plus

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