Education/Experience
High school diploma or equivalent
Bachelor’s Degree preferred
6 months experience with direct customer contact including problem resolution or related experience
Skills and Competencies
Excellent written and verbal communication skills with the ability to effectively interact with all stakeholders, especially with customers in pressured situations
Strong typing and data entry skills
Good organizational skills
History of balancing competing priorities with the ability to adapt to the changing needs of the business while meeting deadlines
Demonstrated ability to quickly and efficiently resolve customer issues
Strong creative problem solving skills to resolve customer situations
Must be able to work independently and in a team-oriented environment
Aptitude to learn new applications quickly and put them into practical use
Basic computer product knowledge preferred
Major Job Duties and Responsibilities
Taking ownership of Customer Service Case requests to resolve customer issues
Follow up with customers regarding issues that cannot be resolved on first call Communicating with customers and account managers regarding situations that arise via e-mail, phone and web chat.
Handling escalated customer issues when necessary Working with team to manage daily workflow so that all inquiries are responded to by close of business Backup returns queue
Must bank with USAA, Navy Federal Credit Union or Bank of America
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