Appeal Resolution Specialist jobs in Oklahoma

Description

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SUMMARY

The Customer Resolution Specialist provides exceptional service in the Bank’s Contact Center by interacting with clients over the telephone and through online chat methods.  Develops and maintains strong client relationships by recognizing client needs through effective listening skills, asking need-defining questions, and recommending appropriate products or services. The successful Customer Resolution Specialist demonstrates a strong desire to build client respect and trust through credibility, friendliness, sincerity, empathy and patience. Excellent communication skills over the telephone and live chats and the ability to handle a large volume of contacts are essential. The Customer Resolution Specialist role is challenging, and the environment is fast paced, yet rewarding. Our colleagues take the time to truly listen to our clients so they can effectively resolve all inquiries and concerns.

PRIMARY DUTIES/RESPONSIBILITIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

• Provides prompt, courteous, and accurate service to clients, via the telephone, mobile app and internet through live chat. Responds to client inquiries, requests, and concerns. Identifies, researches, and resolves issues using systems and resources available.
• Maintains a friendly and outgoing personality to deal calmly with client’s problems and questions. Effectively de-escalates client issues using empathy and conflict resolutions skills.
• Processes requests from both internal and external clients.
• Quickly learns about Bank products, services, systems, policies and procedures through ongoing training, self-study and career development. Makes efficient use of time despite frequent interruptions and utilizes downtime to learn more about Bank.
• Through effective listening and discernment skills and by asking needs-defining questions, recognizes client needs and matches them with appropriate products through sales or referrals. When offering Bank products and services, uses the appropriate tagline on each contact.
• Utilizes effective time management and prioritization skills in order to handle a high volume of chat communications in a fast-paced environment.
• Works well in a group setting and maintains a courteous and professional demeanor.
• Demonstrates effective teambuilding skills and contributes ideas and suggestions that benefit the team and clients.
• Provides technical support for bank-wide products such as online banking as well as many others.
• Assists clients with loan and new account applications, including scheduling closings at a branch location
• Inputs disputes for clients via the telephone and internet.
• Makes outbound calls to clients concerning suspected fraudulent transactions.
• Maintains the highly confidential nature of client information and records.
• Consistently supports the Bank and its Mission, Vision and Core Values.
• Performs other relevant duties as assigned by the Customer Service Manager or Assistant Director.
• The contact center can only achieve our goals and properly serve clients if every colleague adheres to his or her schedule. Therefore, regular and reliable attendance and punctuality is essential.

QUALIFICATIONS

EXPERIENCE REQUIREMENTS:

At least one-year previous banking and/or contact center experience required. Previous experience with live chat communications a plus.

EDUCATION REQUIREMENTS:

High school diploma or equivalent required.

OTHER REQUIREMENTS (SKILLS, ABILITIES, CHARACTERISTICS):

• Exceptional listening skills and attention to detail in order to discern client needs.
• Able to think, reason and react quickly in order to formulate solutions and provide personalized client service
• Able to demonstrate empathy with client concerns.
• Able to consistently handle a large volume of contacts via the telephone or internet, deal with stressful situations, remain calm under pressure, and act in the Bank’s self-interest.
• Courtesy, tact, and diplomacy are essential elements of the job. Must be capable of dealing calmly and professionally with different personalities or individuals from diverse cultures at various levels within and outside of the Bank.
• Superior verbal communication skills. Must have the ability to converse intelligently, clearly and understandably over the telephone with clients and co-workers. This requires a pleasant and professional tone and demeanor, good speaking articulation, rate of speed, and ability to be clear and concise.
• Strong written communication and keyboarding skills in order to accurately document/track status of issues, assist clients via internet or our mobile app, and respond to professional communications.
• Able to work independently, with minimum supervision, in a fast-paced environment.
• Able to quickly gain knowledge and understanding of all bank products and services offered, including new products/services as they are introduced.
• Strong organizational skills that enable multiple tasks to be balanced.
• Independent decision-making ability within defined guidelines.
• Adapts quickly to change and remains flexible.
• Able to maintain positive team spirit and communication.

ADDITIONAL INFORMATION

SUPERVISORY RESPONSIBILITY:  None

PHYSICAL REQUIREMENTS:

Normal Office Environment

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