Job Description

Job Summary & Responsibilities

• Responsible for answering incoming/inbound calls from GS Bank customers and prospects providing product information, account opening services as well as account maintenance
• Builds rapport with our customers to resolve service issues and customer questions
• Takes ownership of customer enquiries and responds to escalated customer issues in accordance with agreed procedures
• Responsible for the day to day coverage of customer account maintenance processes including but not limited to application review and processing, funds transfer, exception processing, correspondence and complaint monitoring and response
• Recognizes that quality is measured through call recordings and case auditing
• Communicates professionally and regularly with leadership and peers on status of accounts and escalations in accordance with established standards
• Pro-actively identifies any new issues or risks
• Participates in projects to drive operational excellence

Required Knowledge, Skills, and Abilities

Skills Passion to deliver exceptional service to customers Good interpersonal skills, good problem-solving skills Is adaptable, high energy levels and desire to help others Good team player Good analytical and problem-solving skills Good written and verbal communication skills Basic Qualifications Experience in delivery of customer service