Support Specialist, Credit Contact Center
• Answer incoming calls related to new account applications, authorization and gift card transactions
• Listen attentively, thoroughly review account, take ownership, address respectfully, resolve and accurately document all credit decisions
• Comply with all guidelines established by the current banking institution
• Make account guideline decisions on high dollar accounts based on thorough review of account and credit history
• Accurately resolve all customer inquiries received via email, written correspondence, phone or system queued
• Assist with bank risk strategies by performing verifications and reporting real time circumstances that indicate a high potential for fraudulent activity
• Consistently achieve expectation on all key performance indicators (Quality assurance, compliance, productivity, schedule adherence, attendance)
• Actively participate and manage performance development plan as set forth by Team Manager
• Assist with answering Operator Directory calls
• Attend all training/workshops as scheduledQualifications
• Must be able to work night, weekend and holiday hours
• Associate’s or Bachelor’s degree preferred • High School Diploma (or equivalent)• Ability to articulate in a clear, understandable and professional manner
• Demonstrated diplomacy in both written and verbal communication
• Proficient analytical abilities • Advanced math skills • Ability to make rational decisions• Ability to work independently, take initiative, problem solve
• Ability to multi-task ( talk, navigate and type simultaneously)
• Minimum 1 year as Account or Credit Specialist in Credit Contact Center or
• Minimum 1 year Customer Service experience; preferably in a call center environment
• Banking or credit card servicing experience preferred