College Resource CSR

Description The CSC Colleague Resource Center - Retail provides real-time phone support to Retail banking colleagues, offering expert guidance on policies, procedures, systems, and customer service challenges. Specialists deliver solutions and coaching aligned with service standards while supporting enterprise-wide needs through LOB overflow assistance. Key Responsibilities + Provide inbound phone support to Retail banking colleagues, resolving inquiries related to policies, procedures, systems, and customer service scenarios + Deliver real-time coaching and guidance to promote best practices and enhance the customer experience + Resolve complex service issues through completion while meeting service level expectations + Support overflow call volume from other Lines of Business (e.g., Business Banking, Wealth Management, Lending) using cross-functional knowledge + Identify and recommend process improvements to enhance workflows and service delivery + Maintain accurate and detailed documentation of interactions in CSC systems + Participate in team huddles, calibration sessions, and ongoing training initiatives + Perform additional duties as assigned Requirements Basic Qualifications + High School Diploma or equivalent + Minimum of 3 years of customer service experience Preferred Qualifications + Experience within a Customer Solution Center or Retail Banking environment + Associate's degree preferred + Working knowledge of banking systems and processes (e.g., teller systems, account opening, ATM support, CD/IRA regulations, lending policies) + Supervisory or leadership experience is a plus + Demonstrated ability to resolve complex customer issues with professionalism and empathy + Strong written and verbal communication skills + Collaborative team player with a commitment to delivering best-in-class service + Proficiency with PC and internet-based applications TalentMatch® Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles. Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more. All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information. © 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "," you're agreeing to Robert Half's Terms of Use (https://www.roberthalf.com/us/en/terms) and Privacy Notice (https://www.roberthalf.com/us/en/privacy) .