Description

POSITION SUMMARY

Customer Care Representative must be positive, able to work in a fast-paced call center environment, problem-solve, and enthusiastic about assisting customers in various capacities. Care Representatives will be expected to quickly identify issues and formulate solutions to achieve satisfaction while also generating sale leads. Responsibilities include actively listen and communicate with customers, answering questions and concerns via phone call or email, building and maintaining relationships with new and existing customers, and promoting the bank image in the local community. Professional appearance is required.

MINIMUM REQUIREMENTS

• Maintain a high degree of discretion and confidentiality.
• Skills necessary to work independently within a team setting, including detail-oriented, and organizational and multi-tasking skills
• Advance communication and customer service skills, professional phone and email etiquette a must
• Moderate level of understanding of basic personal computer programs (Internet, Word, Excel, and Outlook)
• Bi-lingual with English and Spanish is preferred.

Qualifications

ESSENTIAL FUNCTIONS

• Must provide all customers and non-customers with excellent customer service, including answering all forms of communication in a professional, positive, and welcoming demeanor.
• Must be able to respond knowledgeably to questions about all products and services offered by the bank.
• Develops and maintains relationships with all customers and bank associates.
• Addressing customers' questions and concerns via email or over the phone, including unauthorized disputes, issue stop payments, basic account and debit card maintenance fixing errors as required, order checks, accept loan payments, assist in identifying transactions and balancing of customer accounts, and offer support with On-line banking services.
• Serve as a liaison between customer and bank operations, including a basic understanding of all bank department responsibilities to adequately relay customer questions and concerns to proper bank operation department(s) when needed.
• Have a working knowledge of current government rules and regulations, as well as all internal controls and procedures
• Attend Daily Huddles, leading as assigned, and Hoopla events.
• Manages work through the utilization of the Quarterly Job Progress Plan.
• Utilize the Simple Sales Process, including role play, completing Weekly Checklist, and including names on Cross Sales Sheets.
• Represent the bank well in the community and on Social Media
• Performs other duties and projects as assigned

PHYSICAL DEMANDS

• The physical demands listed below are a requirement 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 frequently required to sit for long periods of time, speak, and listen; use hands to touch and grasp objects; and to reach with hands and arms. The employee is occasionally required to walk. Visual ability to view a computer screen for long periods of time is required.
• The employee must occasionally lift and/or move up to 25 pounds.