Virtual Chat Consultant

The ability to listen with empathy respond with clarity and execute with precision defines an exceptional customer service provider. By going above and beyond, a company fosters a genuine sense of trust and care for the customer, cultivating loyalty that cannot be achieved through competitive pricing alone.

Tech

My mission as a customer service provider is centered around the customer experience. We all understand the impact of engaging with a service provider who demonstrates empathy, professionalism, and accuracy. Treating others as we wish to be treated ourselves is fundamental, and it is crucial to go a step further to ensure that each interaction leaves a lasting, positive impression.

Virtual Consultant Experience

For a decade I worker as a full time chat consultant with SunTrust Bank. During my tenure at SunTrust I learned the art of communication via online chat. When chat was in it’s infancy my colleagues and I completed 100’s of chats per week.

Consult business clients on products designed to enhance their overall banking experience while leveraging Stoli help and best practices to implement departmental policies and procedures. Provide detailed explanations of options, benefits, and products that can assist clients in achieving their financial goals, reviewing customer accounts to identify cross-sell opportunities that address both immediate and long-term financial needs. Successfully process applications for checking, savings, money market, and CD investment accounts, ensuring proper identity verification through credit checks, decision power assessments, and ChexSystems evaluations. Advise businesses on a range of financial solutions, including checking accounts, loans, lines of credit, and merchant services.

Conduct thorough account reviews to uncover tailored financial products and services that meet both short-term requirements and long-term objectives while applying SunTrust’s STOLI Help system and best practices to maintain operational excellence and deliver consistently high-quality customer experiences. Clearly articulate the benefits and features of various banking products to empower clients in making well-informed financial decisions.

Listening and Learning

Communicating over the online chat is a different type of communication skill because you don’t get to see the person face to face nor do you get to hear their voice. When chatting it is necessary to be able to read between the lines. You have to consider who you are chatting to and adapt to their communication style in order to connect with them effectively.  During this experience I learned that listening is not just hearing what someone is saying  but hearing what they are not saying as well.

Chat takes communication to another level especially for people used to communicating on the phone. People are fickle because they will come into the chat and want to know if you are human or not and in some cases they will test you to note your response. If you chat to fast you will loose some people and if you chat to slow you can lose others. This new form of communication teaches a lot about human behavior and how we interact with one another in this new way.