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This role has the opportunity to work hybrid. During the interview process, our Talent Acquisition Team will share additional details with you.
The Customer Care Representative will be responsible for front line call resolution relating to financial inquiries and technical assistance requests in a courteous, confident and professional manner, while using independent judgement calls and provide an exceptional customer service experience in all interactions.Responsibilities
First point of contact in regards to customer inquiries and technical assistance on account and system issues. Answer constant inbound calls accurately and consistently in a professional, confident manner to accomplish first call resolution through trouble shooting techniques providing excellent customer satisfaction.
Professionally research, resolve, update customer records, document calls and de-escalate customers questions and issues. Educate customers on Independent Financial products and services.
Maintain working knowledge of Independent Financial products. Multi-task and navigate multi systems simultaneously including Independent Financial systems as well as third party systems including
ID authentication: Robust authentication system using Lexus Nexus for various high risk process performed by the representative when assisting a customer.
Core deposit system: Facilitate account inquiries, account history, stop payments, transfers, address changes, transaction research for customers, loan inquiries, tax information, loan advances, assistance reactivating dormant accounts.
Debit card: order and close cards, troubleshoot decline reasons, activation assistance, travel alerts, case tracker assistance, debit card increases.
Debit card dispute: Interview customer asking specific questions to determine what type of dispute to process. Follow up with customer throughout the dispute process in additional information is needed. Act as the liaison between the customer and the debit card department.
Credit card: Provide information to customers to assist is selling credit cards.
Bill pay systems: Assist customer in adding payees, adding funding accounts, setting up alerts, stop payment for bill payments, limit increases.
Online banking systems: Enrollments, adding/deleting accounts, unlocking profiles, assistance with password resets, enrollment error codes, assistance with secure access codes, browser reset.
Mobile deposit systems: assist with mobile deposit enrollments, troubleshoot mobile payments, deposit research.
Person to person transfer systems: Enrollment assistance, payment inquiries, disputes, error messages troubleshooting transactions.
Fraud: Assist customers with fraud for all Independent Financial products, notify internal departments when fraud is reported.
Act as a liaison between customers and various departments.
Qualifications
Education
High school diploma or equivalent
Minimum Experience
1-2 years in financial services preferred
1-2 years call center experience preferred
2 years of customer service preferred
Knowledge/ Skills/ Abilities
Strong interpersonal and customer service skills
Ability to accurately interpret information as well as demonstrate problem solving and analytical thinking skills
Application of good judgment and decision making
Ability to work efficiently both independently and as part of a team
Ability to prioritize work to meet deadlines and productivity goals
Ability to work under pressure and cope with stress effectively
Ability to work in a fast-paced environment
Demonstrate a general level of knowledge of Bank Secrecy Act and OFAC related responsibilities in the performance of daily operations to ensure adherence to bank policies and compliance with all regulatory requirements
Job Details:
RegularIn accordance with Colorado law: Colorado pay for this position is anticipated to be between $19.23 - $29.13 hourly, actual offers to be determined based on applicant's skills, experience and education.While the anticipated deadline for the job posting is 06-02-2024, we encourage you to submit your application as we may still consider qualified candidates beyond this date.To all recruitment agencies: Independent Financial does not accept agency resumes without formal engagement of the agency. Please do not forward resumes toIndependent Financial employees or any other organization location. Independent Financial is not responsible for any fees related to unsolicited resumes.
Independent Financial is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws.Full Time
Investment Management
$34k-43k (estimate)
11/02/2023
05/13/2024
indfin.com
Simi Valley, CA
25 - 50
Investment Management
The job skills required for Customer Care Representative include Customer Service, Call Center, Problem Solving, Customer Care, Troubleshooting, Credit Card, etc. Having related job skills and expertise will give you an advantage when applying to be a Customer Care Representative. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Customer Care Representative. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Customer Care Representative positions, which can be used as a reference in future career path planning. As a Customer Care Representative, it can be promoted into senior positions as a Customer Service Representative III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Care Representative. You can explore the career advancement for a Customer Care Representative below and select your interested title to get hiring information.
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They help customers with their queries and complaints.
01/08/2022: Anchorage, AK
Customer care representatives are the front-line of support for clients and customers and they help to ascertain that customers are satisfied with services, products, and features.
02/16/2022: Ventura, CA
That means that many traditional tasks handled by customer care representatives, such as submitting forms and changing appointments are being automated and controlled by cloud-based patient portals to add convenience to the patient experience.
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Resolves customer questions and problems regarding accounts, payments, products, and services.
03/11/2022: San Antonio, TX
A customer care representative has the primary role of providing exemplary customer service to the clients of the organization.
01/21/2022: Ann Arbor, MI
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Career tips from people on Customer Care Representative jobs
Some employers/recruiters usually require candidates for the customer care representative job to have acquired several years of professional and/or proven work experience as a customer care representative or support before they are hired.
02/01/2022: Pittsburgh, PA
Workers must be patient and polite, especially when dealing with difficult or angry customers.
02/04/2022: Binghamton, NY
Learn the basics, then move on to bigger things.
01/01/2022: Lubbock, TX
Customer care representatives need education, on-the-job training, and several soft skills and experience to succeed.
03/13/2022: Modesto, CA
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