E-Channel Representative

ZILLION TECHNOLOGIES, INC; Virginia (MN); On-site; USD 36,000 - 48,000; Full time

Job summary

Zillion Technologies Inc. is seeking a CW - E-Channel Representative to handle inbound calls, emails, and chats related to online banking, bill pay, and digital services. The role emphasizes accurate written communication and customer satisfaction, with afterhours and weekend rotation responsibilities.

Ideal candidates bring call center experience, strong problem-solving skills, and proficiency with Outlook, Word, Excel, and PowerPoint. College preferred; high school diploma required.

Qualifications

• High school diploma or equivalent; college preferred.
• Previous call center experience and/or written customer communication preferred.
• Strong problem solving and decision making abilities; able to think analytically.
• Excellent customer service and telephone skills.
• Proficient computer skills relevant to Outlook, Word, Excel, and PowerPoint.

Responsibilities

• Assist customers with E-Channel needs via inbound calls, secure and non-secure email, and online chat.
• Provide exemplary service and tact through written communication in email and chat.
• Handle questions related to loans, deposits, and maintenance.
• Conduct research regarding bill pay and online channel customer issues.
• Support service-related social media questions and moderation.
• Participate in rotation of afterhours and on-call support for social media efforts.
• Refer sales opportunities to Sales & Service Representatives within the Customer Contact Center.
• Maintain understanding of Zillion’s Digital products and services and stay updated on changes.
• Provide support to inbound call queue for general questions and concerns.
• Adhere to laws and regulations governing bank operations, including BSA/AML policy.

Skills

Problem solving

Customer service

Written communication

Well organized

Multitasking

Flexibility

Detail oriented

Oral and written communication

Education

High school diploma

College preferred

Tools

Outlook

Word

Excel

PowerPoint

Job description

Zillion Technologies Inc. - (ZTI) is a global business consulting and technology solutions provider. Zillion delivers innovative business solutions that give clients a competitive edge.

Job Description

Job Title - CW - E-Channel Representative

Number of Positions - 1

Position Description:

This position is responsible for understanding the products and processes of the E-Channel, including all ’s online banking platforms, bill pay and maintenance, mobile products and services, online chat and secure email, unsecure email, and other online customer utilization. Work is varied in nature with changing priorities. Incumbent should be logical in their approach and be able to handle multiple tasks during the course of work performed.

Position Accountabilities:

• Effectively assist customers with E-Channel needs through various inbound methods, including inbound calls, secure and non-secure email, and online chat.
• Provide exemplary service and tact through verbal and non-verbal communications with a special emphasis on written communication in email and chat form.
• Handle all questions and inquiries through these channels, including questions related to loans, deposits, and maintenance.
• Conduct research as needed regarding bill pay and online channel customer issues.
• Able to support service related social media questions and concerns and moderation.
• Participation in rotation of afterhours and on call support for the bank’s Social Media efforts.
• Efficiently refer sales opportunities seamlessly to Sales & Service Representatives within the Customer Contact Center.
• Maintain a strong understanding of Clinet’s Digital products and services, and stay abreast of changes and enhancements.
• Provide support to inbound call queue for general customer questions and concerns.
• Proactively analyze callers’ needs.
• Use standard screens and procedures to handle callers’ needs effectively and when necessary go beyond these standard methods to resolve customer issues.
• Navigate a computerized system to address and resolve callers’ needs.
• Adhere to all applicable laws and regulations governing bank operations, including compliance with Clientshares’ BSA/AML Policy and Procedures.
• Other duties as assigned.

Organizational Relationship:This assignment reports to theE-Channel Supervisor

Qualifications

Position Qualifications

Education & Experience

• High school diploma or equivalent, college preferred.
• Previous call center experience and/or written customer communication preferred.

Knowledge & Skills:

• Strong problem solving and decision making abilities; able to think analytically
• Excellent customer service and telephone skills
• Proven written and online chat communication skills and flexibility.
• Well organized
• Able to handle multiple tasks
• Flexible, able to adapt to change
• Detail oriented and quality focused
• Excellent oral and written communication skills
• Shifts may vary for each position offering, depending on business need
• Able to work weekend hours on a rotating basis
• Proficient computer skills relevant to Outlook, Word, Excel, and PowerPoint

Additional Information

Thanks & Regards,

Zillion Technologies Inc

E-mail: praveen(at)zilliontechnologies(dot)com

Phone: [phone]

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