Job Title: Customer Care Advisor

Department: Digital Banking

Reports To: AVP, Customer Care Center Manager

FLSA Status: Non-Exempt (Hourly)

Summary: This position is primarily responsible for providing customer service support to external Evergreen Bank customers on the telephone. This position is also responsible for initiating and/or implementing corrective action as needed to ensure that an excellent standard of service and a high level of customer satisfaction are maintained by performing the following duties:

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Take inbound customer service phone calls; identify service needs and respond to customer questions. Research customer problems and inquiries; follow up with customers to resolve concerns or difficulties in prompt manner.
• Answer customer questions relating to loan information, payoff amounts, statement questions, processing payments, and answering questions relating to collateral and collateral releasing.
• Administer the customer service inbox; respond to customers directly or forward emails to other departments or staff members in timely manner.
• Process general account maintenance including transferring funds between internal and external accounts, ordering/reordering checks and account changes/updates.
• Assist customers with online banking needs, including establishing access, resetting PINS and basic troubleshooting.
• Collect payments over the phone for current loan customers.
• Quote deposit rates and general loan rates. Accurately describe and recommend deposit, loan and convenience products. Assess customer needs and identify cross-sell opportunities. Troubleshoot accounts online or assist in loan application process.
• View balances and transaction history for loan, checking, savings and other deposit accounts. Retrieve statements as needed.
• Respond to debit card inquires.
• Assist in use of the Bank’s mobile app, bill pay and telephone banking systems including establishing access and basic troubleshooting.
• Process outbound wire transfer requests.
• Meet monthly performance and sales goals.
• Ensure operational integrity through compliance with all policies, procedures and regulations.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to remain calm and professional in stressful situations.
• Meet or exceed daily activity standards in heavy call volume environment.
• Ability to maintain high degree of confidentiality.
• Friendly, courteous, customer service-oriented, and flexible.
• Ability to work independently and productively with minimum supervision; able to manage multiple projects.
• Ability to recognize problems, identify possible causes and resolve problems with little involvement from management.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or one year of related experience; or equivalent combination of education and experience.
• Previous teller and/or banking experience.
• Proficient in Microsoft Outlook, Word, Excel.
• Knowledge of Jack Henry SilverLake preferred.
• Basic understanding of mathematics.
• Strong oral and written communication skills, including proper phone etiquette.
• Strong problem-solving skills and the ability to use sound judgment when issues arise.
• Strong attention to detail.
• Maintain a high level of personal integrity and confidentiality.
• Ability to proactively assist customers and build relationships.
• Ability to genuinely engage customers in conversation while providing excellent customer service.
• Ability to actively listen by giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Knowledge of principles and methods for showing, promoting, and selling bank products or services. This includes marketing strategy and tactics, product demonstration and sales techniques.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to stand; walk; and stoop. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

Equal Opportunity Employer

Evergreen Bank Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, ethnicity, gender, sexual orientation, gender identity, national origin, veteran status, or disability.

Federal Deposit Insurance Corporation

Evergreen Bank Group is Member FDIC

Job Type: Full-time

Pay: $17.00 - $21.00 per hour

Work setting:

• In-person

Experience:

• Call center: 2 years (Required)

Work Location: In person