TCF Bank Customer Support Live-Chat Specialist - Plymouth, MN in Plymouth, Minnesota
Assist customers in completing the account opening process, account maintenance and support utilizing existing and new technologies via multiple access channels. Convey all necessary information to customers regarding account opening process, account maintenance and support. Utilize suggestive selling and analysis to ensure Best Fit accounts. Complete data collection and reviews account documentation/changes for completeness and compliance; coordinate with various functional areas to resolve any documentation issues and responds to the customer. Provide a high level of customer service in accordance with policies and guidelines. Must be able to analyze situations and determine an appropriate solution and response.
*Major Areas of Accountability *
Utilize multiple access channels, such as inbound/outbound phone, chat, co-browse, and email, to assist customers throughout all phases of the online account opening, maintenance and support process; may pre-fill account opening information on the customer’s behalf. Collaborate and consult with customers to ensure their initial and on-going experience with TCF is positive and generates a successful outcome.
Take ownership of customer concerns regarding new account opening, maintenance and support; strives to be the primary connection between the customer and our organization. Respond to customer questions, inquiries, requests and problems accurately, concisely and appropriately.
Review account opening/change documentation for compliance, risk and completeness. Troubleshoot documentation/information issues and coordinates with various functional areas to resolve and move forward or decline.
Perform follow-up with new customers via outbound calling to ensure they are satisfied with their account and are aware of all value-add services.
Continually portray and project a positive and professional image of TCF. Consistently achieve the established standards of the position.
Maintain a thorough knowledge of TCF products and operational procedures. Keep informed of changes in policy, procedure, and products in order to provide accurate information to customers. Promote interest in TCF products and services.
Maintain a strong understanding of risk and compliance as it pertains to account opening, maintenance and support; adhere to all regulatory requirements.
High school education or equivalent;
Minimum 12 months experience in financial services industry in an operations role with customer facing service/sales responsibilities.
Excellent verbal and written communication skills, including proper business English usage.
Ability to adapt to a rapidly changing business and technological environment; must display aptitude for technical troubleshooting and be able to give clear verbal explanation.
Strong organization and multi-tasking skills.
Strong analytical, critical thinking and problem solving skills.
Demonstrated attention to detail.
PC keyboarding and Internet experience required.
2 or 4-year college degree
24 months prior operations or service/sales experience
12 month’s prior experience communicating with customers via alternate channels
Prior experience utilizing social media/online forums in a business setting
Prior account opening experience
Established in 1923, TCF is one of the top performing banks in the nation – and throughout its history has maintained a strong foundation. TCF has over 350 branches in Minnesota, Illinois, Michigan, Colorado, Wisconsin, Indiana, Arizona and South Dakota, providing retail and commercial banking services. TCF also conducts commercial leasing and equipment finance business in all 50 states, commercial inventory finance business in the U.S. and Canada, and indirect auto finance business in over 30 states.
TCF’s Got Talent
There are many great reasons to grow your career at TCF
TCF’s Got Rewards
We value and reward team members who strive to put The Customer First on a daily basis
TCF’s Got Opportunity
We facilitate opportunities for career advancement and promote from within whenever possible
TCF’s Got Education
We have an excellent team member training program and opportunities for education reimbursement
TCF’s Got Community
The TCF Foundation provides our team members with great opportunities to be involved in the community.
TCF is proud to offer a community financial literacy program.
We encourage and reward our team members to refer friends and family to work at TCF
TCF encourages open employee communications and promotes from within whenever possible.
We offer competitive pay, a comprehensive benefits plan, and opportunities for career advancement. For more details on our benefits, click on the Employee Benefits link on our career page.
Proud to be an equal opportunity employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, or other status protected by applicable law. TCF is proud to be an affirmative action/equal opportunity employer. Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.
Job: *Customer Svc/Call Center
Organization: *Funding, Operations & Finance
Title: Customer Support Live-Chat Specialist - Plymouth, MN
Location: MN-Plymouth-1405 Xenium Lane
Requisition ID: 00Q5K