Customer Service - Banking Concentrix Corporation

In this role, you will:

• Be the friendly face and voice of our client, providing exceptional service to our valued customers across multiple channels (phone, email, chat).
• Act as a financial advisor and problem-solver, patiently guiding customers through their banking needs and addressing their concerns.
• Possess a deep understanding of banking products and services, including accounts, loans, investments, and more.
• Proactively identify opportunities to upsell and cross-sell, contributing to the bank's growth.
• Maintain accurate and up-to-date customer records and ensure compliance with all banking regulations.
• Work collaboratively with internal teams to resolve issues and provide seamless customer experiences.
• Contribute to a positive and productive work environment, fostering teamwork and collaboration.

Essential Functions/Core Responsibilities:

• Ensure service delivered to our customers meets contractual Key Performance Indicators ( KPIs )
• Clarify customer requirements; probe for understanding and use decision-support tools and resources to appropriately provide resolution to the customer.
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing the opportunity to build rapport with the customer.
• Greet customers in a courteous, friendly, and professional manner using agreed-upon procedures.
• Maintain basic knowledge of client products and/or services.
• Prepare complete and accurate work including appropriately notating accounts as required.
• Participate in activities designed to improve customer satisfaction and business performance.
• Offer additional products and/or services.
• Respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.