�Interact with customers who are typically more difficult to satisfy since their issues may not have been resolved prior to referral to this group.
�Diffuse customer frustrations and establish a trusting relationship that creates confidence that the customer issues will be promptly resolved. (Customer save skills).
�Perform research/analysis of accounts to determine the origin of the customer’s issues.
�Resolve escalated customer issues utilizing job knowledge and/or internal/external contacts in a timely manner.
�Apply the Company’s credit policies, practices, and procedures relative to analysis of out of protocol scenarios, credit extensions, and customer financial profiles.
�Engage in sales and service transactions.
�Demonstrate customer service abilities to handle difficult customers.
�Strong analytical skills and desire to research problems to seek resolution.
�Proficient in verbal and communication skills including excellent listening skills.
�Excellent problem solving skills and ability to use good judgment to make decisions.
�Collect outstanding balances.
�Assist customers with setting up and managing online accounts.
�Reset and retrieve usernames and passwords for customers with online accts.