Customer Engagement Center Specialist, Part Time

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist customers through phone, virtual channels, Banno Conversation, email, and ITMs.

• Deliver precise and satisfactory responses by actively engaging in listening and problem-solving.

• Create outstanding customer experiences while establishing trust-based relationships.

• Inform customers about mobile banking, online account opening, e-statements, electronic payments, and various digital tools.

• Address incoming inquiries concerning accounts, transactions, fraud issues, and general banking requirements.

• Make outbound calls for digital onboarding, follow-ups on services, relationship enhancement, and other calling tasks.

• Calm down dissatisfied customers and manage their concerns effectively.

• Process customer requests and communications through online platforms.

• Recognize customer needs, promote bank products and services, and create opportunities for referrals.

• Assist both Digital and Traditional branch customers with the online account setup and management.

• Act as a Video Teller supporting the ITM fleet.

• Facilitate day-to-day operations of the Digital Branch/Bank.

• Engage in fraud prevention initiatives.

• Achieve or surpass standards for service quality, resolution time, telephone efficiency, and client satisfaction.

• Collaborate with departments to accurately and promptly address service requests.

• Participate in continuous training and cross-training opportunities.

• Adhere to bank policies, procedures, and relevant regulations.

• Follow through on daily, weekly, and monthly tasks assigned to the team.

• Contribute suggestions to enhance customer journeys and CEC operations.

⛳️ Requirements

• Over 1 year of experience in personal banking, financial services, and customer support.

• Excellent verbal and written communication abilities.

• A strong emphasis on building relationships focused on customer trust and loyalty.

• Goal-oriented with motivation driven by measurable outcomes.

• Skilled in using digital tools and comfortable guiding others in technology usage.

• Capability to multitask in a fast-paced, customer-focused environment.

• High school diploma or equivalent is mandatory.

• Experience with digital banking platforms or fintech products is preferred.

• Bilingual proficiency in English and Spanish is advantageous.

• Familiarity with CRM systems, digital onboarding, or core banking systems is desirable.

• A dedicated workspace at home and high-speed internet connection is required.

• Ability to work remotely and independently.

• Strong capability to collaborate and work effectively within a team.

• Skill in prioritizing tasks, working under time limitations, managing multiple responsibilities, and adapting to shifting priorities.

• Ability to adhere to policies and procedures while maintaining accuracy.

🏝️ Benefits

• Part-time employment opportunities.

• Fully remote work arrangement.

• Designated workspace within the home.

• Requirement for high-speed internet connection for remote work.

• Continuous training and professional development.

• Opportunities for cross-training in ITMs and digital product support.