Answer customer questions and resolve problems with members’ accounts in a timely manner, earning majority positive (94%) customer feedback. Maintain knowledge of all state and federal regulations that are applicable to the transactions performed.
Receive and handle incoming customer calls to answer questions and identify specific customer needs through active listening and persuasive communication. Process customer transactions or note specific customer needs to follow up on. Adhere to security procedures and compliance policies.
Maintain strict KPI and customer service standards through stringent training and controls of agents. Monitor and update annually the robust employee training and development program.