Western Alliance Bank

Customer Service Support Specialist

Req No.
2017-3821
Western Alliance Bank
Category
Treasury Management Sales & Support
Type
Regular Full Time
Phoenix

Overview

The Customer Service Support Specialist will deliver exceptional service to business and personal customers in a high performing inbound call center environment. Service delivery to our customers must exemplify empathy, confidence and be solution focused. A strong knowledge of cash management products, as well as business and consumer banking products is required. Must exhibit well-developed research skills, collaborative problem solving, and the ability to present long term solutions to impacted customers. Highly professional communication skills that will be utilized for servicing inbound customer calls and emails. Demonstrate ability to successfully resolve customer dissatisfaction and manage issues to final satisfying resolution.  

Responsibilities

  • Assist customers with business and consumer products and services, including but not limited to online products and services
  • Deliver a high percentage of first call resolution by ensuring product and service knowledge tools are fully utilized
  • Competent, confident, empathic service delivery that ensures customer knows we care about their issues and take action to resolve to their satisfaction
  • Resolve issue by utilizing multiple systems for research, solution management and relationship and product reporting  
  • Understands and adheres to all Western Alliance Bank policies, procedures and regulatory compliance
  • Coordinates with internal business areas, technical, operations, product, sales, etc. to service customer requests in a timely manner
  • Timely communication of critical issues to appropriate management
  • Complete all trainings promptly with satisfactory testing results
  • Contributes to building a positive team spirit
  • Provide professional, confident, empathic customer service

Required Skills:

  • Ability to analyze and resolve customer inquiries
  • Ability to provide a positive customer experience through creative solutions
  • Adjusts performance quickly based on management feedback and coaching

Qualifications

  • Bachelor Degree preferred or High School Diploma with at least 3 years of relevant experience
  • 1 to 3 years bank operations and/or cash management experience
  • 1 to 3 years’ experience in a call center or financial/banking environment
  • Excellent verbal and written communications skills 

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