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Customer Service Representative/OCC

Job Title
Customer Service Representative-Office of the Comptroller of the Currency (OCC)
Description
Handles incoming calls from consumers who have questions or complaints about a national bank or federal savings association, providing timely, knowledgeable and correct responses using client provided scripts and guidelines.

• Remains on ready/available status to answer inbound calls using designated scripting.
• Processes/resolves consumer requests, inquiries and concerns in a timely manner.
• Collects the appropriate information from every caller and documents the call according to client requirements.
• Adheres to client requirements on every phone call.
• Stays current with clients’ updates, policy and procedural changes provided by the client.
• Consistently maintains a minimum quality score of 95%, beginning 90 days after the CSR’s start date.
• Cross-train and performs job duties based on business needs, including working in the main customer service department, taking other clients’
calls/email.
Performs other duties as assigned.

IN THIS ROLE AS A FEDERAL GOVERNMENT CONTRACTOR, APPLICANTS MUST SUBMIT TO BACKGROUND CHECK INVESTIGATION AND FINGER PRINTING. INVESTIGATIONS TYPICALLY INCLUDE AN FBI CRIMINAL CHECK, CREDIT CHECK AND/OR SUITABILITY INVESTIGATION.

PHYSICAL DEMANDS/ATTRIBUTES:

• Sitting and keying for the duration of shift (will be wearing headsets to communicate with clients).
• Lift up to 20lbs.
• Attributes: Hands, eyes, wrist, fingers, and back are used in order to perform the essential responsibilities of this position.

Requirements - Education
High School Diploma or GED is required. One year of customer service experience is preferred. Knowledge of the banking industry is a plus. Must have Strong interpersonal skills. Must be able to work independently with limited supervision. Must be able to handle difficult/irate customer calls. Must have PC literacy (basic Word and Outlook skills). Must have the ability to adapt based on frequent feedback from PCD management and client monitoring. Accountability to metrics/goals on quality/productivity scores is required. Must be able to prioritize and manage personal time and productivity. Must have strong written communication skills and be able to effectively communicate with consumers. Must demonstrate strong attention to detail. Must be able to follow specific client scripts and procedures.
Requirements - Experience - Minimum
1 Year
Schedule

Part Time, Mon-Fri, shift will include evenings until 8:00pm

Pay Rate

$11.92 per hour