Customer Service 75%: Actively identifies client needs and ensures requests are fulfilled completely, correctly and within service standards.
Answers inbound calls and assists clients with their service needs including; balance inquiries, online banking support, transfer requests, check orders, address change requests, card and account activations, claims, and other account maintenance requests.
Performs wire transfer requests and wire transfer verification.
Directs the customer conversation in order to identify needs, provide correct answers, and complete requests efficiently which may include problem resolution, handing service complaints, and coordinating with various Bank departments in the identification and resolution of operational issues.
Ensures follow up within the expected time commitment to customer requests.
Demonstrates accuracy, excellent follow up skills, accountability, and ownership of each client request.
Ensures authentication and entitlement is established and all risk controls are followed.
Documents actions in case/interaction notes.
Collaborates, establishes, and maintains excellent working relationships with colleagues, sharing best practices to enhance the client experience. Performs other duties/special projects for the department as required.
Risk Management / Administrative 25%: Stays abreast of policy and practices by participating in training, huddles, and reading job related communications. Requires complete understanding and application of principles, concepts, bank practices and standards.
Consistently meets individual performance standards for attendance, timeliness, quality, efficiency, and schedule adherence.
Understands and utilize Bank documents and agreements to make decisions and analyze risk in order to accommodate client requests.
Performs other duties/special projects for the department as required.
Knowledge, Skills, Abilities:
Bilingual skills required: Japanese and English (verbal and written) and use their interpersonal skills in both English and Japanese.
1+ year of demonstrated business experience and knowledge experience with customer service
Excellent communication skills required
Able to work independently with maximum efficiency
Ability to prioritize and organize multiple tasks with excellent follow up
Flexibility and willingness to work any schedule
PC knowledge (Microsoft Office Suite)
Note: Schedule may include working a Sunday. Alternating days off (Fri. & Sat. or Sat. & Sun.) every 6 months.
Third Shift: 2:30 - 11 p.m. (M-Friday, Rotating Sunday working schedule if necessary)