Job Summary:

• Prompt follow-up on all customer inquiries.
• Conduct brief customer interviews with strict adherence to required scripting.
• Determine the appropriateness of the caller’s qualifications as compared with program goals.
• Achieve daily and monthly activity, performance and quality assurance goals.
• Accurately and completely portray client-specific information to callers.
• Conduct all activities by the highest ethical standards. 
• Adheres to all state, and federal rules and regulations.
• Adhere to all company policies, procedures, and business ethics codes. 
• Complete required regulatory training
• Contributing to the support of knowledge
• Act as change agents with new and existing clients

Skills on Resume: 

• Client Relationship Management (Soft Skills)
• Negotiation Expertise (Soft Skills)
• Contract Renewal (Hard Skills)
• Marketing Initiatives (Hard Skills)
• Sales Reporting (Hard Skills)
• Performance Analysis (Hard Skills)
• Account Maintenance (Hard Skills)
• CRM Proficiency (Hard Skills)

Job Summary:

• Focus on member experience by delivering great, genuine, member service via remote channel.
• Help members by processing banking transactions.
• Educate members on options and solutions to make the banking experience easier.
• Offer products to members tailored to specific goals and needs.
• Find underlying member reason for calling, and escalate calls when needed.
• Use multiple systems to process advanced member transactions.
• Take part in continuous training and other learning opportunities.
• Collaborate with different departments to improve member experience.
• Meet or exceed Contact Center performance metrics.
• Participate in activities designed to improve customer satisfaction and business performance.
• Understand and articulate client-specific policies and pay practices while representing the client's culture

Skills on Resume: 

• Risk Assessment (Hard Skills)
• Customer Service (Soft Skills)
• Team Collaboration (Soft Skills)
• Financial Analysis (Hard Skills)
• Reporting (Hard Skills)
• Budget Management (Hard Skills)
• Compliance (Hard Skills)
• Conflict Resolution (Soft Skills)

Job Summary:

• Completing requests including but not limited to account inquiries, fund transfers, debit and credit card inquiries, and transactions, and assisting with fraud cases
• Asking appropriate questions to determine Member needs and identify solutions
• Ensure adherence to defined quality management guidelines for each member interaction
• Work effectively as part of the team in meeting and exceeding assigned metrics including service level requirements, AUX and hold times, that allow for optimal answering and serving of all
• Act as a mentor and train new MSRs within Onboarding guidelines
• Represent Member Services on projects and process improvement initiatives
• Work closely with other departments to provide members with solutions that are out with role expertise
• Answer all calls demonstrating strong professional telephone etiquette
• Provide knowledge and guidance to MSR Is and IIs as necessary
• May be asked to assist the Leadership team as Manager on Duty in place of Team Leads
• Maintain strict adherence and compliance to all laws, rules, regulations and internal controls specific to role, including to Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC and Fair Lending regulations.

Skills on Resume: 

• Market Analysis (Hard Skills)
• Business Development (Hard Skills)
• Sales Forecasting (Hard Skills)
• Strategic Planning (Hard Skills)
• Relationship Management (Soft Skills)
• Client Acquisition (Soft Skills)
• Financial Analysis (Hard Skills)
• Contract Negotiation (Hard Skills)

Job Summary:

• Researches and analyzes each situation thoroughly to ensure information to the customer is accurate, complete and timely. 
• Resolves routine problems and takes the necessary action to satisfy customers and internal departments.
• Takes ownership of customer concerns and strives to be the primary connection between the customer and the organization. 
• Responds to customer questions, inquiries, requests and problems accurately, concisely and appropriately.
• Continually portrays and projects a positive and professional image of TCF. 
• Consistently achieves the established standards of the position as set by management.
• Has a thorough knowledge of TCF policy and procedure. 
• Keeps currently informed of changes in policy, procedure and services in order to provide accurate information to customers. 
• Promotes interest in TCF products and services.
• Handles more difficult or complex calls such as online banking or critical products and services.

Skills on Resume: 

• Research Analysis (Hard Skills)
• Problem Resolution (Soft Skills)
• Customer Ownership (Soft Skills)
• Inquiry Response (Hard Skills)
• Professional Image (Soft Skills)
• Performance Standards (Soft Skills)
• Policy Knowledge (Hard Skills)
• Complex Issue Handling (Hard Skills)

Job Summary:

• Providing clients with regular and timely incident updates, reducing critical situations and completing action plans.
• Maintaining the highest level of client satisfaction
• Identifies root cause or engages resources to isolate customer problems or resolve intermediate issues that occur in constantly changing technical environments by probing, troubleshooting, and educating customers on products/services.
• Documents thoroughly the processes and methodologies used to diagnose and resolve customer issues into appropriate service tools.
• Assisting with a wide variety of operational projects
• Build rapport with customers by greeting them in a courteous, friendly, and professional manner using procedures learned during new-hire training.
• Complexity could vary based on client mix and reps need to be well-versed/cross-trained on multiple clients
• Use internal knowledge base to respond to common & complex service questions and inquiries.
• Entails a high amount of customer interaction over the phone. 
• Ensure that customers understand the resolution and provide on-going education to customers in a complex ever-changing environment.
• Listen attentively to customer needs and concerns and demonstrate empathy with an and eye towards resolution
• Proficiently navigate CRM entry systems or other relevant applications and document accurately all actions taken in a concise and timely manner
• Communicate effectively with individuals/teams to ensure high quality and timely completion of customer requests.

Skills on Resume: 

• Customer Communication (Soft Skills)
• Problem Resolution (Hard Skills)
• Process Documentation (Hard Skills)
• Client Satisfaction (Soft Skills)
• Operational Support (Hard Skills)
• CRM Proficiency (Hard Skills)
• Customer Education (Soft Skills)
• Team Communication (Soft Skills)

Job Summary:

• Serve as the first point of contact for customers seeking assistance over the phone or email
• Identify and determine the best solution based on the issue and details provided by customers
• Walk the customer through billing types, charges and rates 
• Direct unresolved/out-of-scope issues to the next level of support personnel/ the proper department 
• Provide accurate information on billing types, charges, rates and municipal requirements
• Notate events and problems and resolution 
• Transact via phone and computer routine financial business as well as open and approve new accounts and auto loans
• Identify the best products and services to meet the financial needs of our members
• Maintain up-to-date knowledge of all credit union products and services
• Work with internal customers and members to troubleshoot and resolve member inquiries
• Provide first-contact resolution and build lasting member relationships through exceptional service

Skills on Resume: 

• Customer Assistance (Soft Skills)
• Solution Identification (Soft Skills)
• Billing Explanation (Hard Skills)
• Issue Escalation (Soft Skills)
• Financial Transactions (Hard Skills)
• Product Knowledge (Hard Skills)
• Problem Resolution (Soft Skills)
• Relationship Building (Soft Skills)

Job Summary:

• Review and recommend contract terms and conditions to ensure adherence to company policy and government specifications and requirements.
• Negotiate NDAs, TAs, subcontractor proposals and agreements, price proposals and contracts.
• Assist management and program personnel with contractual rights and obligations.
• Work on identification, communication, mitigation, and resolution of program risks and issues.
• Support COR in documenting issues in the COR contract file to ensure mutual understanding and provide support in maintaining the COR file, 
• Documenting significant actions, and retaining copies of trip reports, correspondence, and deliverables received under the contract.
• Advise the COR of any problems affecting the cost, schedule, or technical performance of the contract.
• Provide assistance in reviewing and filing invoices and maintenance of burn charts.
• Conduct RFP/RFQ review, proposal preparation, contract negotiation, and contract administration through contract close-out of multi-million-dollar programs.
• Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity. 
• Gives recommendations for process improvements.

Skills on Resume: 

• Contract Compliance (Hard Skills)
• Negotiation Skills (Soft Skills)
• Contractual Guidance (Soft Skills)
• Risk Management (Hard Skills)
• Documentation Support (Hard Skills)
• Issue Resolution (Soft Skills)
• Invoice Management (Hard Skills)
• Proposal Management (Hard Skills)