Customer Service Center Specialist, Customer Service Center, South Bend, IN

Job Details

Description

POSITION SUMMARY

Responsible for technology, Lean, and reporting within the Customer Service Center covering items such as technical systems and hardware, leading continuous improvement initiatives within the department, and pulling and analyzing reports.

ESSENTIAL REQUIREMENTS 

• Runs and analyzes reports for management of the department.
• Understands technology and troubleshoot device hardware and system issues including, but not limited to, daily issues, reporting system outages, testing, and upgrades.
• Responsible for Disaster Recovery process, updates, testing, and communication.
• Tracks and prioritizes Lean wastes and lead/participate in both department and interdepartmental Lean events.
• Reviews, documents, and re-evaluates processes and procedures.
• Assists with project work as needed.
• Assists with incoming customer calls as needed including escalated calls.
• Completes compliance training related to the position.
• Understands all applicable laws and regulations that apply to the position and complies with the requirements

NON-ESSENTIAL FUNCTIONS

Performs all other duties as assigned.

EXPERIENCE/SKILLS

• Three (3) or more years of banking or call center experience preferred.
• Knowledge of technology related to telephone call center, call recording, and automated telephone systems.
• Excellent PC skills–proficiency in Microsoft Word and Excel essential.
• Good written and verbal communication skills.
• High attention to detail.
• Great analytical, organizational, and multi-tasking skills.
• Ability to handle multiple tasks in a fast pace, high intensity environment.
• Ability to protect the confidentiality/privacy of others as appropriate, as well as of company documents and records.

EDUCATION

Bachelor’s degree preferred.

TRAVEL REQUIREMENTS

Ability to travel as needed for training, meetings, projects, seminars, etc.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

While performing the duties of this job, the employee is required to sit, stand and walk; use hands and fingers to operate keyboard and other office equipment; reach with hands and arms; and talk or hear. The employee is occasionally required to stoop or kneel. The employee may occasionally lift and/or move up to 10 pounds.

EQUIPMENT

MS Office, Outlook, computer, fax, phone and standard office equipment.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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