Service Specialist III - Monterey Park


: $40,570.00 - $61,940.00 /year *

Employment Type

: Full-Time


: Customer Service/Call Center

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Job Summary:

The Service Specialist III is responsible for performing a variety of customer service duties and technical support in a centralized high-volume environment to both internal and external retail banking customers. You will complete client banking transactions, as well as cross-sell bank products and services.

Major Responsibilities:

  • Provide excellent customer service to clients via phone, e-mail, chat and fax.
  • Exhibit excellent customer service by actively listening, expressing a willingness to help, probing for and identifying customer needs, giving correct information, and displaying empathy, courtesy, and sensitivity.
  • Provide support in both customer service and banking product support in calibration with other business units and branch offices, quoting regulatory scripts when appropriate.
  • Assist customers by initiating payment investigations, maintenance requests, fulfillment requests, research requests, and fee reversal requests received by phone, e-mail, mail and fax.
  • Compose quality written responses for service related e-mail and chat.
  • May assist with escalated customer service issues.
  • Communicate with internal departments for e-mail resolution, consistently following-up with various departments to ensure customer satisfaction.
  • Produce quality work, displaying accuracy and thoroughness, while completing work assignments in a timely manner and within disclosed time parameters.
  • Actively identify client needs by cross-selling appropriate bank products and services to meet or exceed individual and departmental referral goals.
  • Provide support and research for all bank products to include but not limited to all deposit products, credit products and new account/product opening for all Retail products.
  • Assist with Quality Assurance evaluations and training gap trends for vendor staff during on the job training and progression training Perform quality control functions to ensure vendors are familiar with new products and promotions

  • Associated topics: agent, clerk, customer care, customer service associate, intern, internship, platform support, support, technical support, telephone * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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