Customer Service Assistant I

Dollar Bank; Pittsburgh (Allegheny County); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Dollar Bank in Pittsburgh is seeking a Call Center Specialist to assist customers by phone with fraud, lost or stolen cards, travel notifications, and card payments. You will collaborate with multiple teams to resolve complex issues and provide excellent service.

Qualifications include a high school diploma, strong communication skills, and the ability to stay calm during difficult calls. A hybrid schedule is available after training and approval.

Qualifications

• High school diploma or GED required.
• At least 1 year of customer service experience.
• Ability to communicate clearly with customers and bank employees.
• Familiarity with Word and Excel.
• Capable of handling emotionally charged calls.
• Detail-oriented with good organizational skills.
• Willingness to adapt to change.

Responsibilities

• Handle customer phone inquiries regarding ATM, debit and credit card transactions, reporting of lost/stolen items, debit/ATM disputes, account fraud reporting, travel notifications, and assist with credit card payments.
• Provide branches/departments with back-office support to service customers' needs.
• Open new business credit cards for corporate customers.
• Maintain awareness of operational policies and compliance with REG E and REG Z in day-to-day operations.
• Support risk management by understanding, reporting, and monitoring risk per Dollar Bank’s program.
• Adhere to regulatory laws and company procedures.

Skills

Customer service

Communication skills

Team player

Attention to detail

Multitasking

Emotional control

Learning bank products

Education

High school diploma/GED

Tools

Microsoft Word

Microsoft Excel

Job description

Do you enjoy helping customers over the phone in a high energy environment, where you are supporting inquiries regarding fraud, lost/stolen cards, travel notifications, credit card payments and debit/ATM disputes? If so, this is the position for you! You will be able to display your customer service and multitasking skills that will provide our customers with the best possible experience. In this position you will need to have patience and understanding and provide solutions to account, debit or credit card related issues. You will have the opportunity to work with many teams such as Customer Service, Treasury Management, Security, Default Management, and the Branches. You will work a rotating schedule including some evenings and Saturdays. You will have the opportunity to work on a hybrid schedule after successfully completing training and supervisor approval.

Required Qualifications:

• High school diploma/GED required.
• A familiarity with Microsoft Word and Excel.
• One year of customer service experience that includes dealing with external customers on a regular basis is required.
• Ability to diplomatically handle emotionally charged telephone calls.
• Ability to effectively communicate both orally and in writing with customers and bank employees.
• Must be an involved team player and positive acceptor of on-going change.
• Must have attention to detail and good organizational skills.
• Must have the ability to learn Bank products/services/fees.

Preferred Qualifications:

• Knowledge of Credit Card products and services.
• Branch banking experience.
• Knowledge of general ledger balancing or researching out-of-balance conditions.

Principal Activities and Duties:

• Handle customer phone inquiries regarding ATM, debit and credit card transactions, reporting of lost/stolen items such as cards and checks. Document debit and ATM disputes as well as account fraud reporting, travel notifications, debit card limit increases and assist customers with credit card payments.
• Provide branches/departments with the back-office support necessary to help them service their customers’ needs.
• Open new business credit cards for corporate customers.
• Maintain an awareness of new operational policies and procedures and compliance of REG E and REG Z and utilize this knowledge in the day-to-day operations of the department.
• All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing, and monitoring the risk they encounter daily as required by Dollar Bank’s risk management program. Compliance with regulatory laws and company procedures is a required component of all position descriptions.
• Other responsibilities as assigned.Note:Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing, and monitoring the risk they encounter daily as required by Dollar Bank’s risk management program. Compliance with regulatory laws and company procedures is a required component of all position descriptions.