The role consists of functions required when a deceased customer notification is received to include protecting deposit accounts, determining the required state documentation, reviewing documents to ensure state specific guidelines are meet, title maintenance, and submitting accounts for closure. The Fulfillment agent works in a fast-paced production based environment by providing seamless delivery of service and fulfillment requests to bring deceased cases to final disposition. Requires knowledge of multiple products, platforms and ability to review state required documentation to determine if guidelines are met. May be required to solve problems and investigate/resolve a wide variety of issues and requests that may include requesting additional information to fulfill the deceased request. Accountable for the successful completion of all requests.
Required Skills
• 1+ years of experience working with customers
• 1+ years of experience handling difficult situations with customers
• Intermediate proficiency (1-3 years of experience) in written (including grammar and spelling) and verbal communications
• Comfortable receiving ongoing performance feedback and coaching
• Ability to engage with customers, begin a conversation, build rapport, and handle objections
• Comfortable receiving ongoing performance feedback and coaching
• Comfortable with ongoing change and learning new technology/processes
• Ability to analyze and resolve customer inquiries
• Ability to provide a positive customer experience through creative solutions
• At least an intermediate ability in computer skills. Ability to navigate multiple computer systems while interacting with the customer
• Ability to work in fast pace environment
• Ability to work from personal PC if needed
• Must have home internet connection
Desired Skills
• Previous Customer Service Experience
• Experience in the Banking/Financial industry
• Experience working in a call center Employment Type: []