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Call Center Associate I, Miami, Florida

Mercantil Commercebank

Description

Call Center Associate I, Miami, Florida

The call center associate is responsible for providing a variety of customer services via telephone following security procedures, while accurately capturing customer information in a computerized database. Will also be responsible for promoting and cross-selling products and services. Must have sufficient knowledge to assist level I and II agents. Duties and responsibilities include, but are not limited to: Under minimum supervision, assist customers with all types of account inquiries and concerns, and with any discrepancies while servicing their needs.

Duties and Responsibilities Include:

  • Under general supervision, assist customers with all types of account inquiries and concerns, and with any discrepancies while servicing their needs.
  • Perform banking transactions such as stop payments, wire transfers, check orders, fee reversals, Check Card activations, hot carding and fax statements.
  • Learn the organization's products, services and policies to provide information and promote the cross-selling of bank products.

  • Ensure preventive measures are carried out to fully comply with current rules, regulations and internal policies relating to risks pertaining to BSA, USA Patriot Act, OFAC and other AML related issues.

  • To identify, evaluate, monitor and make any recommendation deemed necessary to their respective Risk Management Committee in order to assess, reduce, eliminate or control any current or prospective risks to earnings or capital arising from violations of, or non conformance with, laws, rules regulations, prescribed practices, internal policies and procedures or ethical standards.

The call center associate is responsible for providing a variety of customer services via telephone following security procedures, while accurately capturing customer information in a computerized database. Will also be responsible for promoting and cross-selling products and services. Must have sufficient knowledge to assist level I and II agents. Duties and responsibilities include, but are not limited to: Under minimum supervision, assist customers with all types of account inquiries and concerns, and with any discrepancies while servicing their needs.

Duties and Responsibilities Include:

  • Under general supervision, assist customers with all types of account inquiries and concerns, and with any discrepancies while servicing their needs
  • Perform banking transactions such as stop payments, wire transfers, check orders, fee reversals, Check Card activations, hot carding and fax statements.
  • Learn the organization's products, services and policies to provide information and promote the cross-selling of bank products.
  • Ensure preventive measures are carried out to fully comply with current rules, regulations and internal policies relating to risks pertaining to BSA, USA Patriot Act, OFAC and other AML related issues.
  • To identify, evaluate, monitor and make any recommendation deemed necessary to their respective Risk Management Committee in order to assess, reduce, eliminate or control any current or prospective risks to earnings or capital arising from violations of, or non-conformance with, laws, rules regulations, prescribed practices, internal policies and procedures or ethical standards.

Hours:

Monday - Thursday: 11:30 am to 8:00 pm
Saturday: 8:30 am to 5:00 pm
Friday and Sunday: Off

Functional Skills & Knowledge Requirements:

Must be a team player with a clear speaking voice and a professional image with the ability to resolve problems and conflicts, work under pressure and handle a high volume of calls. Must possess active listing skills as well as excellent organizational, analytical, customer service and verbal/written communication skills both English/Spanish

Minimum Education and/or Certifications Requirements:

High school diploma, GED, or equivalent work experience.

Minimum Work Experience Requirements:

One year customer service, call center, banking or financial institution experience strongly preferred. Must have a desire to serve customers and work flexible shifts including nights, weekends and holidays as needed.

Technical and/or Other Essential Knowledge:

Previous experience Internet and MS Office skills, including MS Outlook, MS Word Level I and MS Excel Level I is required.

Working Conditions:

Physical Demands. Reach, handle, walk, and sit for long periods of time. Sit at desk 90% of the day and operate a word processor with related software and bank system. Remain inside of area for a long time. Wearing a headset at all times.

Stressors: Shifting attention from one bank to another frequently throughout the day. Constant changes in procedures, new procedures and products.

Requirements

 
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Job Snapshot

Location US-FL-Miami
Employment Type Full-Time
Pay Type Year
Pay Rate $25,046.00 - $37,569.00 /Year
Store Type Banking, Customer Service

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Terms & Conditions
Snapshot
Mercantil Commercebank
Company:
US-FL-Miami
Location:
Full-Time
Employment Type:
Year
Pay Type:
$25,046.00 - $37,569.00 /Year
Pay Rate:
Banking, Customer Service
Store Type:

Description

Call Center Associate I, Miami, Florida

The call center associate is responsible for providing a variety of customer services via telephone following security procedures, while accurately capturing customer information in a computerized database. Will also be responsible for promoting and cross-selling products and services. Must have sufficient knowledge to assist level I and II agents. Duties and responsibilities include, but are not limited to: Under minimum supervision, assist customers with all types of account inquiries and concerns, and with any discrepancies while servicing their needs.

Duties and Responsibilities Include:

  • Under general supervision, assist customers with all types of account inquiries and concerns, and with any discrepancies while servicing their needs.
  • Perform banking transactions such as stop payments, wire transfers, check orders, fee reversals, Check Card activations, hot carding and fax statements.
  • Learn the organization's products, services and policies to provide information and promote the cross-selling of bank products.

  • Ensure preventive measures are carried out to fully comply with current rules, regulations and internal policies relating to risks pertaining to BSA, USA Patriot Act, OFAC and other AML related issues.

  • To identify, evaluate, monitor and make any recommendation deemed necessary to their respective Risk Management Committee in order to assess, reduce, eliminate or control any current or prospective risks to earnings or capital arising from violations of, or non conformance with, laws, rules regulations, prescribed practices, internal policies and procedures or ethical standards.

The call center associate is responsible for providing a variety of customer services via telephone following security procedures, while accurately capturing customer information in a computerized database. Will also be responsible for promoting and cross-selling products and services. Must have sufficient knowledge to assist level I and II agents. Duties and responsibilities include, but are not limited to: Under minimum supervision, assist customers with all types of account inquiries and concerns, and with any discrepancies while servicing their needs.

Duties and Responsibilities Include:

  • Under general supervision, assist customers with all types of account inquiries and concerns, and with any discrepancies while servicing their needs
  • Perform banking transactions such as stop payments, wire transfers, check orders, fee reversals, Check Card activations, hot carding and fax statements.
  • Learn the organization's products, services and policies to provide information and promote the cross-selling of bank products.
  • Ensure preventive measures are carried out to fully comply with current rules, regulations and internal policies relating to risks pertaining to BSA, USA Patriot Act, OFAC and other AML related issues.
  • To identify, evaluate, monitor and make any recommendation deemed necessary to their respective Risk Management Committee in order to assess, reduce, eliminate or control any current or prospective risks to earnings or capital arising from violations of, or non-conformance with, laws, rules regulations, prescribed practices, internal policies and procedures or ethical standards.

Hours:

Monday - Thursday: 11:30 am to 8:00 pm
Saturday: 8:30 am to 5:00 pm
Friday and Sunday: Off

Functional Skills & Knowledge Requirements:

Must be a team player with a clear speaking voice and a professional image with the ability to resolve problems and conflicts, work under pressure and handle a high volume of calls. Must possess active listing skills as well as excellent organizational, analytical, customer service and verbal/written communication skills both English/Spanish

Minimum Education and/or Certifications Requirements:

High school diploma, GED, or equivalent work experience.

Minimum Work Experience Requirements:

One year customer service, call center, banking or financial institution experience strongly preferred. Must have a desire to serve customers and work flexible shifts including nights, weekends and holidays as needed.

Technical and/or Other Essential Knowledge:

Previous experience Internet and MS Office skills, including MS Outlook, MS Word Level I and MS Excel Level I is required.

Working Conditions:

Physical Demands. Reach, handle, walk, and sit for long periods of time. Sit at desk 90% of the day and operate a word processor with related software and bank system. Remain inside of area for a long time. Wearing a headset at all times.

Stressors: Shifting attention from one bank to another frequently throughout the day. Constant changes in procedures, new procedures and products.

Requirements

 
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