Call Center Representative

Umanist NA; Pittsburgh (Allegheny County); On-site; USD 27,552 - 34,440; Full time

Job summary

A prominent banking service provider in Pittsburgh is seeking a Call Center Representative for a full-time position. The ideal candidate must be able to manage high call volumes, provide exceptional customer service, and possess excellent communication skills. Responsibilities involve managing customer inquiries, promoting banking products, and supporting online services. A high school diploma or GED is required, alongside 3+ years of experience in a high-volume call center environment. Successful candidates will work on-site and may need to work rotating weekends.

Qualifications

• 3+ years in a high volume (100+ calls), inbound Call Center/Contact Center OR College degree in lieu of experience.

Responsibilities

• Respond to a high volume of incoming telephone calls related to customer service requests.
• Quickly identify the customer’s needs and determine the best solution.
• Promotes bank products and services by properly identifying the customer’s needs.
• Perform tasks including refund requests and dispute handling.
• Provide basic troubleshooting support for online banking products.
• Support branch operations and engage with customers.
• Build sustainable relationships by displaying exceptional customer service.

Skills

Excellent communication skills

Excellent customer service skills

Detail oriented

Ability to work and multi-task in a fast-paced environment

Ability to use general office equipment

Ability to use a personal computer and job-related software (MS Word, Excel, Outlook)

Education

High School Diploma or GED, college a plus

Tools

CRM software

Workday

Relationship management software

Softphone/Mitel

Job description

Base Pay Range

$20.00/hr - $25.00/hr

Position Overview

Primary Call Center Representative located 100% onsite in Pittsburgh, PA. During training (3 months) shift 7:45 am to 5:00 pm. After training must be available 8:00 am to 9:00 pm with rotating weekends 8:00 am to 5:00 pm. Mandatory overtime may be required.

Job Responsibilities

• Respond to a high volume of incoming telephone calls related to a variety of customer service requests and general banking inquiries.
• Quickly identify the customer’s needs, determine the best solution or provide an alternative recommendation, and communicate the proper resolution to the customer.
• Promotes bank products and services by properly identifying the customer’s needs and providing appropriate offerings.
• Performs various tasks to include refund requests, dispute handling, payoff quotes, address complaints, update account changes, process stop payments, submit credit card limit increase inquiries.
• Provide basic troubleshooting support for online banking products and services such as password resets, mobile banking, and bill payments.
• Support branch operations and act as a liaison between the branch and customer through engagement and ownership of the service request. Act as the “voice of the customer” by submitting feedback.
• Builds sustainable relationships by displaying a friendly demeanor, superior customer service, empathy and the desire to help, while providing exceptional customer service.
• Performs other related duties and projects as assigned by management.
• Ability to work some holidays and weekends.

Required Skills

• Excellent communication skills, both written and verbal
• Excellent customer service skills
• Detail oriented
• Ability to work and multi-task in a fast-paced environment
• Ability to use general office equipment
• Ability to use a personal computer and job-related software (MS Word, Excel, Outlook)

Preferred Experience/Skills

• CRM experience
• Workday experience
• Relationship management software experience
• Customer facing experience
• Softphone/Mitel experience
• Skills: customer, customer service, calling

Education

High School Diploma or GED, college a plus

Experience

3+ years in a high volume (100+ calls), inbound Call Center/Contact Center OR College degree in lieu of experience.