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Job Details

Retail Deposits Servicing Call Center Specialist

Location
Salt Lake City, UT

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Retail Deposits, Servicing ****
Retail Deposits, Servicing Call Center Specialist
Req ID
R01821
Description
Sallie Mae
is proud to help Americans aspiring to create the life they want--whether that means helping them make college happen, or something more. Our colleagues across departments and across the country are united in our passion and our customer-first approach. Whether you want to join a growing company, be part of an agile workforce, or gain new skills--you're in the right place.
Position Summary:
Responsible for providing quality customer service and accurate information about depositor accounts, programs, policies and processes. Answer inquiries from customer, potential customers, financial and institutions, business partners, internal customers and others. Process telephone requests for account information and application processing and communicate results to the customer. Maintain knowledge of comparable and competitor products. Respond to email and written inquiries. Responsible for the maintenance of existing accounts. Must research, analyze, verify, reconcile and perform appropriate account actions in a timely manner in accordance with established servicing guidelines. Individuals in these positions may be focused on one or more of these activities: Financial Adjustments, Status Adjustments, Account Maintenance and Customer Communications.
Key Responsibilities:
Customer Service - 70%
Answer incoming calls
Report Conditions affecting customer satisfaction
Perform timely and accurate follow up on account inquiries
Provide accurate information on deposit products offered
Demonstrate strong problem resolution skills
Solid organization and communication skills with a strong attention to detail
Escalate reports of exceptional service and complaints
Training and Development - 15%
Complete core corporate training and develop solid knowledge of systems
Self-motivation to consistently improve knowledge to advance service capabilities
Maintain knowledge of all Retail Servicing policies and procedures
Keep all training documentation organized and remain aware of new information
Operate within compliance policies and procedures
Processing - 10%
Account analysis
Perform manual research of accounts
Record comments clearly
Process and update deposit applications on system
Make outgoing calls to provide information and clarify questions
Ensure updates to the database are complete and accurate
Be proficient in all systems necessary to provide effective customer service
Other Job Functions - 5%
Other duties as assigned
Assist in other business areas as needed
Accurately track all work completed
Individual/Time Management
Meet or exceed department standards for productivity and quality
Demonstrate flexibility and team-oriented attitude to support the business (overtime, travel, etc.)
Identify system issues and process improvements
Requirements
Education:
High School Diploma or Equivalent
Experience:
3-5 years banking experience or 1-3 years customer service background
Knowledge, Skills and Abilities:
Excellent knowledge of multiple business area processes and procedures
Excellent knowledge of applicable department systems
Demonstrated ability to manage multiple priorities in a time-sensitive environment
Ability to maintain composure and professionalism while troubleshooting and resolving complex customer issues.
Familiarity with Microsoft applications with emphasis on Word/Excel
Excellent oral/written communication skills
Excellent data entry skills
Proven ability to consistently meet individual/team/department goals
Other:
Has developed specialized skills or is multi-skilled through job-related training
Takes a broad perspective to problems and identifies new, less obvious solutions
Completes work with a limited degree of supervision
Proven ability to meet strict attendance guidelines
EEO Employer Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity. SLM Corporation and its subsidiaries are not sponsored by or agencies of the United States of America. Sallie Mae is a drug ****
Updated 06/13/2018
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