Customer Service Representative

Job description

The Federal Savings Bank Banking Operations Maintenance team handles the life of a personal savings or CD accounts from application to closing. We handle everything from updating addresses, SSN's to handling levies and garnishments. We manage the customer relationship with the bank.

Responsible for utilizing multiple systems and tools to perform maintenance and processes associated primarily with American Express Personal Savings Accounts.

Need someone who is detail oriented, analytical, can recognize opportunities to improve processes.

Responsibilities also extend to handling inbound/outbound calls on accounts while maintaining a professional working relationship between American Express, the customer and external banks.

Additional responsibilities include but are not limited to; developing continuous process improvements, daily/weekly/monthly report review, fraud prevention & detection and updating/creating internal procedures.

Desired profile

·  3-5 years banking and/or financial service industry experience
·  Excellent customer service skills
·  Handling of legal documents such as garnishments, liens, death certificates etc. preferred
·  Working knowledge of federal regulations governing financial institutions preferred
·  Quality work with attention to detail and workflow management are required.
·  Should have the ability to identify problems and suggest sound resolutions
·  Ability to effectively communicate American Express concerns while ensuring customers that they are valued
·  Strong computer literacy with a solid working knowledge of current internet technology, the ability to research information for business related purposes and proficiency with Microsoft Office products
·  Manage multiple tasks effectively while progressing through work concurrently
·  Resilient with the desire to continually improve personal performance, customer satisfaction and business brand
·  Demonstrated patience and ability to solve customer concerns
·  Ability to navigate in multiple computer systems while interacting with the customer simultaneously
·  Must be able to effectively listen to the customer, make a connection, acknowledge and empathize when appropriate
·  Must have strong time management skills and the ability to work under pressure and with limited supervision
·  Ability to use good, sound judgment in decision making
·  Ability to effectively manage change and remain calm in stressful situations
·  Self-Motivated and committed to drive results with professional business maturity
·  Must have excellent written and verbal communication skills
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