Job Overview:
As a Customer Service Agent, you will be an essential part of our front-line team, responsible for delivering excellent customer service and support to our clients. Your professionalism, attention to detail, and ability to build strong customer relationships will contribute to the overall success of the bank.
Responsibilities:
Greet customers with a warm and courteous demeanor, providing a welcoming atmosphere.
Assist customers with their banking inquiries, account-related questions, and financial transactions.
Provide personalized advice and guidance on various banking products and services.
Process account openings, loan applications, and other banking-related paperwork.
Address customer complaints and concerns in a timely and empathetic manner.
Conduct customer verification and authentication procedures to ensure security.
Promote and cross-sell the bank’s products and services to meet customer needs.
Handle incoming phone calls and emails, directing them to the appropriate departments.
Respond to customer feedback and reviews professionally, aiming for positive resolutions.
Assist in resolving any issues related to ATM transactions and online banking services.
Collaborate with the branch team to ensure a smooth and efficient customer service process.
Maintain accurate records of customer interactions and transactions.
Comply with all banking regulations and adhere to the bank’s policies and procedures.
Qualifications and Requirements:
Bachelor’s degree in Finance, Business, or a related field is preferred
Proven experience as a Customer Service Agent in the banking industry is an advantage.
Excellent communication and interpersonal skills, with a focus on customer satisfaction.
Proficient in using banking software and computer systems.
Strong problem-solving and multitasking abilities.
Knowledge of banking products, services, and financial transactions.
Detail-oriented and committed to accuracy in all customer interactions.
Ability to handle confidential information with discretion.
Fluent in English; additional language proficiency is a plus.
Flexibility to work in shifts and adapt to varying schedules.
Note:
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Resume Keyword Practices to Avoid
We’ve established that using resume keywords throughout your application boosts your chances of a human hiring manager seeing it.
However, be careful not to overdo it.
Packing your resume full of keywords is almost as bad as not including any at all.
Don’t forget that a real person will (hopefully) see your resume at some point. So use natural language that engages that person.
Tip
Make sure you balance hard skills vs soft skills on your resume to show you’re a rounded candidate.
Otherwise, they’ll think you’re either a bad writer — which indicates your communication skills aren’t good — or assume you’re trying to beat the ATS, making you seem dishonest.
Hidden Keywords
This is a sneakier trick some applicants use. It involves copy-pasting a keyword several times, but applying a white font so that the keywords are invisible.
But because the ATS scans all words despite their color, it counts all instances of a keyword. For example, a resume might contain five “invisible” instances of the keyword “business analysis” but only three “visible” ones. The “Find” tool can reveal where invisible keywords are:
Resume Objective
Business Analyst with over 5 years of experience supporting business solution software and performing business analysis. Aiming to utilize my strong prioritization skills and business analysis ability to achieve the goals of your company. Possess a Certification in Business Analysis.
Invisible keywords are used by some candidates.
The ATS counts all eight instances though, and “ranks” that resume higher.
However, since most ATS software lets the hiring manager see a plain text version of the resume, “hidden” keywords appear, and they’ll see your trick.
The result? You’ll come across as untrustworthy, and not worth hiring.