Senior Customer Service Representative II

Dollar Bank; Pittsburgh (Allegheny County); Hybrid; USD 42,000 - 54,000; Full time

Job summary

Dollar Bank in Pittsburgh, PA seeks a Senior Customer Service Center Representative II in Account Sales to assist customers across calls, chat, and email, open new deposit and loan accounts, and recommend products. This role targets monthly and yearly goals including CSAT, quality scores, and cross-selling, with a rotating schedule and a future option for hybrid work after completing training.

Candidates should have 2–3 years of customer service or sales experience, strong communication, and

Qualifications

• High School Diploma or GED required.
• 2–3 years in customer service or sales, retail banking preferred.
• Strong interpersonal skills to assess customer needs.
• Proven critical thinking and problem solving abilities.
• Patient, diplomatic communicator with active listening.
• Excellent written and verbal communication skills.
• Proficient with computer applications and banking systems.
• Consistently meets cross-selling goals.
• Able to work independently and in a team.
• Flexible, adaptable to changing priorities.
• Strong organizational and time management skills.

Responsibilities

• Assist customers via inbound/outbound calls, chat, and emails.
• Open new deposit and loan accounts and recommend products.
• Aim to meet monthly and yearly goals including CSAT and service levels.
• Participate in outbound calls to existing customers.
• Liaise with other departments to resolve issues.
• Maintain knowledge of retail products and procedures.
• Adhere to regulations and bank policies.

Skills

Customer service

Sales

Communication

Problem solving

Cross selling

Team player

Adaptability

Time management

Banking software

Education

High School Diploma/GED

Tools

Banking systems

Job description

The Senior Customer Service Center Representative II in Account Sales assists new and existing customers via various channels that includes inbound and outbound calls, chat requests, and emails. This includes opening new deposit and loan accounts including making a variety of product recommendations and offering additional products and services when warranted.This role is required to achieve monthly and yearly goals set for Account Sales, which may include new account and loan referrals, CSAT, quality score, call handling time and service levels. This position has a rotating schedule including some weekday evenings and some Saturdays. The Customer Service Center is open Monday through Friday from 8:00am-8:00pm and Saturday from 9:00 am-3:00pm. Upon successfully completing the 90-day training period, this role has the option to work a rotating hybrid work schedule.

Qualifications

• High School Diploma/GED required.
• Two to three years of customer service or sales experience required, preferrable in a retail bank setting.
• Must be service-oriented with strong people skills to assess customer needs and respond to questions.
• Proven critical thinking skills.
• Able to be patient with customers while communicating with diplomacy, and tact.
• Excellent written and verbal communication skills including active listening.
• Proficient in computer applications with a strong knowledge of banking systems, products, and applications.
• Consistently meets and exceeds department cross selling goals.
• Competent to work independently and in a team environment.
• Be flexible and able to adapt to changing priorities.
• Good organizational and time management skills.Duties:
• Consistently provides the highest level of customer service meeting quality standards when aiding new and existing customers within the markets we serve.
• Ensures the accuracy of the information provided to customers.
• Adhere to Bank and department regulations, policies, and procedures in performing daily assignments and tasks.
• Assess customer needs to recommend solutions including additional products and services.
• Maintain proficiency of Dollar Bank’s retail products/services, regulations, policies, and procedures.
• Recommend and open several types of retail deposit and loan accounts.
• Participate in outbound calls to existing customers for the purpose of retaining their relationship and fulfilling any new needs they may have.
• Acts as a liaison with other departments in solving customer issues.
• Strive to meet established goals and establish loyal customer relationships.
• Participate in product and customer service training throughout employment.
• Achieves the monthly goals set for Customer Service Representative II which may include sales goals, CSAT, quality scores and call handling 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.