General Job Summary
The Customer Relations Specialist (CRS) can be the first point of contact for prospective customers. Duties include maintaining security of office entrance as well as answering inbound calls and data entry, customer follow up, responding to and transferring leads to Financial Consultants (FC), and other project based work. This position will be responsible for resolving customer issues and act as a liaison between customer and FC. This person will assist in managing and converting the day-to-day incoming leads from various channels, and will maintain a professional company image through in-person and phone interaction.
Summary of Essential Job Functions
Greets all walk-in visitors, signs them in & out accordingly, and, signs for packages/incoming mail.
Maintain incoming lead calls, customer service related calls, and company voicemail box
Maintains a clean lobby and waiting area
Lead management/assignment and conversion of all incoming leads from various channels documented through daily actions in Velocify lead management system
Customer follow up to gather complete lead data from clients and prospects (including files imported from online POS to LOS), and scheduling follow up calls as necessary
Back-up Administrative Assistant for duties such as coordinating company events/training/meetings.
Accurate data entry and organization of Prequalification information into CRM (Customer Relationship Management) system for the purposes of FC follow up and also follow up on client nurturing campaigns
Regular correspondence to UIF customers which includes follow up on post-closing surveys to both customers and real estate agents, thank you and welcome calls including feedback to sales and management as necessary
Research, identify, and resolve customer complaints.
Escalate issues to supervisor when appropriate.
Recognize, document, and alert the management team of trends in customer calls.
Project based work as needed
Completes all assigned training in a timely manner
Organizing and administering customer service best practices training as requested by management
Other Job Functions
All other duties as assigned by management
. Requirements:
Education, Training and Work Experience
High school diploma or equivalent work experience required
1-3 years of experience in a call center environment preferred
Knowledge of customer service practices & principles
Excellent data entry & typing skills
Superior listening, verbal, and written communication skills
Ability to speak Arabic, Bengali or Urdu fluently highly preferred.
Knowledge, Skills and Abilities
Maintain & foster positive relationships with customers and business partners
Strong computer skills required such as Excel, Word, Adobe
Provide professional communication in both oral & written expression
Ability to handle stressful situations appropriately
Ability to prioritize
Ability to communicate effectively with internal and external contacts
Highly organized and detail oriented
Ability to follow instructions
Religious, cultural and ethnic sensitivity
Ability to work well with others
Ability to work under deadlines; work under pressure
Working Environment
Primary working environment is within an indoor climate-controlled office space. Employee may be subject to florescent lighting, dust, and other normal indoor-allergens. Employee will work in close proximity of coworkers and occasionally independently in quiet environments.
Physical Requirements
Able to lift up to 20 pounds
Extended periods of sitting (at computer desk)
Complete repetitive tasks (including operation of computer mouse/keyboard/ phone systems)
**University Bank is an Equal Opportunity / Affirmative Action Employer**
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