Customer Care Agent assisting customers with inquiries in rental services and app functions. Join our diverse team in a hybrid role based in Berlin.
About the role
- Customer Care Sr. Specialist at FNBO providing support through customer interactions. Handling account issues, inquiries, and technical assistance in a professional manner.
Responsibilities
- Handle inbound and outbound calls to address customer inquiries and provide support.
- Help customers manage their bank accounts, including balance inquiries, fund transfers, and transaction history.
- Resolve issues related to account discrepancies, unauthorized transactions, and other banking problems.
- Provide information about bank products and services, such as loans, credit cards, and savings accounts.
- Verify customer identity to ensure security and privacy of account information.
- Process service requests like account openings, closures, and changes to account details.
- Offer basic technical support for online banking, mobile app usage, and ATM-related issues.
- Adhere to banking regulations and internal policies to ensure compliance and maintain customer trust.
- Gather customer feedback to improve services and enhance customer satisfaction.
- Maintain accurate and detailed records of customer interactions and transactions.
Requirements
- Bilingual in English and Spanish (preferred)
- Customer Service Skills: Strong ability to interact with customers in a friendly, professional, and empathetic manner. (preferred minimum 12 months)
- Communication Skills: Excellent verbal and written communication skills to clearly convey information and resolve issues.
- Problem-Solving Abilities: Ability to quickly identify and resolve customer issues with a solution-oriented approach
- Technical Proficiency: Familiarity with banking software (preferred), online banking platforms, and basic troubleshooting skills for common technical issues.
- Attention to Detail: Strong attention to detail to ensure accurate processing of customer information and transactions.
- Time Management: Ability to manage time efficiently and handle multiple tasks simultaneously in a fast-paced environment.
- Product Knowledge: Good understanding of the bank's products and services to provide accurate information and assistance. (branch experience a plus)
- Adaptability: Flexibility to adapt to changing policies, procedures, and customer needs.
- Teamwork: Ability to work collaboratively with colleagues and other departments to provide excellent customer service.
- Compliance Awareness: Understanding of banking regulations and compliance requirements to ensure adherence to legal and ethical standards.
- Active Listening: Strong active listening skills to understand customer concerns and address them effectively.
- Sales Skills: Basic sales skills to promote bank products and services when appropriate.
- Have obtained a high school diploma or GED as required.
- Have a quiet workspace with minimal distractions for remote work.
- Maintain a fast and reliable internet connection for remote work.
- Open to working overtime hours when needed.
Benefits
- Medical, Dental, Vision Insurance
- 401k, With Matching Contributions
- Time Off Programs
- Health Savings Account (HSA)/Dependent Care
- Employee Banking
- Growth Opportunities
- Tuition Assistance
- Short-Term/Long-Term Disability Insurance
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