Client First Advocate- Call Center

AQUARIUS; Springdale (OH); On-site; USD 32,000 - 45,000; Full time

Job summary

AQUARIUS in Cincinnati area is seeking a Client Advocate- Call Center Representative to handle customer inquiries about bank products and services, and to identify sales opportunities.

The role requires a high school diploma, 1+ year call center experience, and fluency with Jack Henry Silverlake or similar CRM systems; strong communication is essential.

Qualifications

• High school diploma or GED required.
• 1+ years of experience in a high call volume service center.
• Working knowledge of Jack Henry Silverlake or other customer information systems.
• Strong interpersonal, verbal and written communication skills.
• Demonstrated ability in providing excellent customer service.

Responsibilities

• Answer customer inquiries relating to bank products and services; channels include phone, email, social media and online chat.
• Recognize sales opportunities and refer clients to sales associates.
• Remain current on products, services, policies and procedures.
• Resolve customer inquiries or issues with respect to loans offered by the company.
• Resolve customer issues through account research and use of support materials and resources.
• Perform customer account transactions and maintenance accurately.
• Strive for first contact resolution of inquiries, transactions and problems.
• Escalate requests requiring additional knowledge as defined by leadership.

Skills

Customer service

Verbal communication

Written communication

Interpersonal skills

Call center experience

Education

High school diploma or GED

Tools

Jack Henry Silverlake

Job description

Are you looking to get your foot in the door with one of the top banking institutions based here in the Cincinnati area? Don't miss your chance, these will move fast!

What you will be doing as the Client Advocate- Call Center Representative?

• Answer customer inquiries relating to bank products and services. Inquires may be received via telephone calls delivered through call routing technology or through digital channels such as email, social media and online chat.


• Recognize sales opportunities and refer clients to sales associates


• Remain current on products, services, policies and procedures


• Resolve customer inquiries or issues with respect to any loan product offered by the company


• Resolve customer issues through account research and utilization of support materials and resources


• Perform customer account transaction and maintenance activities accurately


• Strive for first contact resolution of customer inquiries, transactions and problem resolution


• Escalate customer requests requiring additional knowledge or expertise as defined by department leadership

What you will need as the Client Advocate- Call Center Representative:

• High school diploma or general education degree (GED)


• 1+ years of experience working in a high call volume service center


• Working knowledge of database software, such as Jack Henry Silverlake or other customer information systems


• Strong interpersonal, verbal and written communication skills


• Demonstrated ability in providing excellent customer service