Call Center Customer Service Agent

  • Dividend Finance/Fifth Third Bank
  • Sep 21, 2022
Full time Customer Service

Job Description

GENERAL FUNCTION: This person will be the first point of contact for customers who have general inquiries, concerns, or requests regarding their solar and home improvement loans. This role will require a high level of professionalism and the ability to provide world class customer service when speaking with customers.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

This position will be in either the San Diego, CA or the Las Vegas, NV office.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Promptly answer all incoming calls in a professional and friendly manner and determine the nature of the caller's request
  • Provide outstanding service by answering questions and assisting with a wide range of support related to their solar system or loan application
  • Assist customers with payment and billing questions
  • Communicate and coordinate with internal departments as needed
  • Follow up on customer interactions
  • Perform customer identity verifications
  • Document customer Interactions with concise and detailed account notes
  • Adhere to all Dividend policies and procedures
  • Other projects and duties as assigned

MINIMUM KNOWLEDGE AND SKILLS REQUIRED:

  • Bilingual (English/Spanish) preferred but not required
  • Must be available to work evenings and weekends and potentially in a remote work environment (position is local to either San Diego, CA or Las Vegas, NV)
  • At least six months recent call center experience required
  • High school graduate or equivalent
  • Able to multi-task while providing accurate, efficient and exceptional service
  • Excellent communication skills and a positive demeanor
  • Proven organizational skills and ability to prioritize
  • Experience with CRM required (salesforce preferred)
  • Analytical and data driven
  • Ability to work well independently
  • Excellent interpersonal and communication skills
  • Call center hours are M-F, 6am-8pm PT and Sat 7am-6pm PT