Customer Service Representative - (US Financial/Banking and Customer Support)

• Assist customers via the inbound calls received for account requests/ inquiries:

o Payment related queries:

• Remote deposit capture
• Payment Center
• Positive Pay: Check positive pay, ACH positive pay, reverse positive pay

o Business Account Closure

o ACH & Wire:

• ACH deletion/ reversals
• Wire PIN acknowledgement
• ACH & Wire inquiries
• ACH return/ settlement
• Wire limit change

o Add user to Payment Centre

o Add/ remove accounts

• Meet required criteria for call quality standards
• Maintain customer relations with a high degree of internal and external customer service
• Possess effective problem solving skills to ensure timely problem recognition and resolution.
• Adhere to internal policies to ensure compliance with legal parameters as well as company policies and procedures
• Recording and updating customer information via the organization’s internal systems
• Resolving customer queries at first point of contact
• Influencing and negotiating with customers to ensure a satisfactory outcome for both the company and the customer
• Ensure call handling and service quality is maintained