Respond to inbound customer inquiries regarding products, account balances, transaction history, interest rates, and general product information.Perform customer identity verification and follow required security, privacy, and compliance procedures.Assist customers with online banking enrollment, password resets, account unlocks, navigation, and basic technical support.Create and route cases for requests that require additional processing or research, including account maintenance, account closures, money movement, fraud/disputes, complaints, and other service requests.Accurately document customer interactions, requests, actions taken, and required follow-up.Use available tools, procedures, and resources to resolve routine customer issues and identify when escalation to a senior agent or specialized support team is required.Maintain professional phone etiquette and provide a positive customer experience, including when handling difficult or sensitive situations.Meet established performance expectations, including quality, accuracy, schedule adherence, productivity, and customer service standards.Work effectively both independently and as part of a team.Perform other related duties as assigned.
