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Job Description

Customer Service Representative

This is a contract opportunity.

This is a hybrid role located in Riverside, RI and Johnston, RI.

About this position

The Customer Service Representative plays a pivotal role in ensuring exceptional customer experiences by effectively addressing inquiries, resolving issues, and promoting relevant products and services. This position demands a strong commitment to customer satisfaction, excellent communication skills, and the ability to navigate various technologies efficiently.

Job Responsibilities

• Handle inbound calls promptly, greet customers courteously, and maintain a professional and friendly demeanor throughout interactions to create a positive first impression.
• Verify customer identities by requesting necessary personal information and ensure compliance with confidentiality protocols and legal requirements.
• Listen attentively to customers, allowing them to express concerns fully, and demonstrate empathy to understand their needs and frustrations effectively.
• Tailor communication style to suit individual customer preferences, adjusting tone, pace, and content to facilitate understanding and enhance customer satisfaction.
• Provide comprehensive information about bank policies, products, and services, addressing customer queries and assisting with online banking processes as required.
• Investigate and resolve customer issues promptly and effectively by analyzing account history, transaction records, and relevant bank resources.
• Solution Proposals: Recommend appropriate solutions to customer problems, ensuring alignment with both customer needs and bank policies.
• Execute operational tasks efficiently, including fee rebates, card activations/replacements, check orders, and customer information updates, to address customer concerns promptly.
• Documentation: Accurately document customer interactions, update customer profiles, record satisfaction levels, and maintain comprehensive records for future reference and compliance purposes.
• Identify situations requiring specialized assistance and refer customers to relevant departments or experts for further support.
• Utilize phone systems and computer software proficiently to access information, manage emails, reset passwords, and input/retrieve data across all bank systems.
• Manage multiple tasks simultaneously, including addressing customer concerns, building rapport, resolving issues, and identifying sales opportunities, while ensuring timely and effective service delivery.

Skills/Requirements

• Proven experience in a customer service role, preferably in the banking or financial services industry.
• Strong communication, active listening, and problem-solving skills.
• Proficiency in using computer systems, phone systems, and relevant software applications.
• Ability to multitask efficiently and work effectively in a fast-paced environment.
• Commitment to providing exceptional customer service and maintaining high standards of professionalism and confidentiality.

Additional Information:

• Hybrid work environment (after 4 weeks of training in the office
• 6-month contract with the possibility of extending/converting

Pay Range:

• Pay Range: $18-$19/hour.

YUPRO Placement is the nation’s leading skills-first placement firm placing and promoting historically overlooked talent into permanent hire, apprenticeship, and contract job assignments. We represent clients who support skills first inclusive hiring practices. YUPRO Placement is an equal opportunity employer.