Client Service Quality Control Analyst EverBank Financial
THIS JOB HAS EXPIRED We are delighted that you have chosen to explore the career opportunities available with EverBank!
The purpose of this position is to monitor client service communication and correspondence to maintain an exceptional customer experience and ensure that calls remain compliant based on internal procedures and regulatory guidelines, minimizing risk to EverBank. The position also provides suggestions to improve CSR individual performance as well as departmental procedural improvements.
? Monitor, evaluate and score customer interactions (phone calls, email, chat etc).
? Attends and actively participates in calibration sessions
? Provides feedback to management on performance levels
? May draft written feedback
? Makes process improvement suggestions for individuals as well as the department
? Demonstrates excellent proficiency in knowledge and skill related to procedures, product knowledge and call handling.
? Responsible for meeting call QC quotas.
? May take inbound client service calls when needed.
Minimum Qualifications (Knowledge, Skill and Abilities Requirements)
? In depth knowledge of customer service processes, policies and procedures
? Excellent oral and written communication skills
? Prompt and exemplary problem solving and analytical skills are essential.
? Ability to handle multiple tasks while maintaining a high level of service.
? Ability to work under pressure and meet deadlines
? Advanced problem solving and analytical skills
? Excellent listening skills
? Self starter with a positive attitude
? Ability to work independently as well as part of a team
? Demonstrated leadership ability
Training and Experience
? High school diploma or equivalent
? Minimum 3 years of call center experience
? Strong PC Skills; Microsoft Office experience (MS Excel & MS Word)
Pre-Employment Screening Includes:
? Credit Check
? Criminal Background Check
? Drug Screen ? after offer of employment is extended and before start date
? Past Employment Verification
? Social Security Verification
Note: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified, and they may change at any time.
Please be sure to mark our "careers" page as a favorite place on your computer and visit often. We update it any time a position opens or closes, meaning that it is updated most weekdays.
EverBank is an equal opportunity employer. No employee or applicant for employment will be discriminated against because of race, color, religion, national origin, physical or mental disability, age, gender, sexual orientation, genetic information, veteran?s status, or status as a disabled veteran or veteran of the Vietnam era.
EverBank is not seeking assistance or accepting unsolicited resumes from search firms for employment or contractor opportunities. Regardless of past practice, all resumes submitted by search firms to any employee at EverBank via e-mail, the Internet, or directly to hiring managers at EverBank in any form without valid written search agreement executed by the VP, Talent Acquisition for that specific position will be deemed the sole property of EverBank, and no fee will be paid in the event the candidate is hired by EverBank as a result of the referral or through other means.
||8100 Nations Way |
Jacksonville, FL 32256
THIS JOB HAS EXPIRED