This position reports directly to the Assistant Manager, Call Center and Assistant Vice President, Client Services. The candidate will provide efficient and courteous customer service, strong leadership of Department to efficiently carry out functions relating to credit card production and distribution, performing all functions in a professional manner Daily Duties & Responsibilities:
- Responsible for answering all incoming customer calls within the specified timeframe.
- Responsible for handling all customer concerns, queries and requests and log in CB Contact and FDA Secured Messages.
- Ensures established telephone greeting and handling guidelines are adhered to at all times; ensuring customers are properly identified before disseminating information.
- Responsible for assisting walk-in clients with their questions/queries/concerns.
- Maintains a high level of customer service as expected and outlined by the Bank.
- Report and contact customers as necessary to settle their accounts.
- Responsible for resetting passwords for on-line banking customers.
- Monitors fraud alerts for VISA & MC and immediately contact clients to advise them of same.
- Prepares and records account maintenance as necessary for card replacements.
- Outbound calls to include contacting clients to collect new cards.
- Inputs/ maintains accounts upon customer requests – maintenance e.g. lost, stolen, travel advisories, PIN requests etc.
- Minimum of two (2) years at Grade 2 - Last two (2) performance appraisals must have been satisfactory - No active written disciplinary warnings (within a 12 month period) on their personnel file and must not be on disciplinary probation.
- High level of attention to security to ensure confidentiality of customer information - Ability to work independently with excellent decision making skills - Excellent organizational and time management skills - Excellent verbal and written communication skills - Excellent work ethics, punctuality and attendance record - Must be able to work flexible hours as the role requires 24/7 shifts
The CSR must maintain confidentiality, use sound judgement and work independently while performing the duties of the position, and must also demonstrate the following personal attributes: - Maintain standards of conduct - Display characteristics of honesty, integrity and sound work ethics - Be respectful - Be flexible - Must be able to perform in a fast pace environment
Commonwealth Bank is a Great place to work! We offer an exciting work environment with opportunities for growth and development. We also offer a competitive compensation package, reflecting the successful applicant’s work experience, skills and qualifications. including a performance-based incentive plan, health, vision, dental and life insurance, and a pension plan.
