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Banking Specialist II - CLSS

Job Description

The Banking Specialist II promotes strong and lasting Customer relationships in a Call Center environment by providing quality Customer service and sales in an efficient and highly professional manner. Achieves a high level of success by understanding Customer needs and identifying opportunities to grow the business.

Job Requirements
  • Provide exceptional Customer service by meeting all Customer demands as they relate to a range of issues varying in complexity, with low to moderate support of more experienced personnel.
  • Display positive, professional tone, exhibit empathy when required, deliver key attributes and provide a WOW! experience for the Customer.
  • Take ownership of Customer concerns and resolve Customer issues at first point of contact.
  • Ensure necessary due diligence is taken to support the accuracy of all Customer transactions.
  • Arrive on-time and log-in ready to receive/make Customer calls as scheduled throughout the shift.
  • Identify and refer high value or potential Customers to the appropriate personnel.
  • Utilize appropriate discretion and negotiation tactics when addressing fee disputes.
Qualifications
•High School Diploma or GED required
•Successful completion of standard call center training
•Employee must maintain an active registration status with NMLS (Nationwide Mortgage Licensing System and Registry) & FHA Certification
•1-2 Years of related experience required
•Thorough understanding of all aspects of Banking Specialist I position, with the ability to meet goals and standards established by the department
•Demonstrated sales ability including knowledge of all Company products and services
•Ability to use/learn current technology and software applications related to position
•Excellent organizational, interpersonal, and verbal communication skills required
•Effective written communication skills preferred
•Ability to work in a fast-paced, challenging work environment
•Excellent problem-solving and time management skills
•Must be able to adhere to a set schedule which may include weekends and holidays
•A satisfactory review of a candidate's criminal and credit background and any administrative, civil, or criminal findings by any government agency are required by federal law for this position (Regulation Z, 12 CFR Part 1026)