Position Summary

A Customer Care Representative is responsible for performing a full range of customer service oriented telephone and e-mail support activities in conformance with the Bank’s Preferred Banking Pledge to ensure customer satisfaction and compliance with banking regulations.

All customer inquiries are handled with the least inconvenience to the customer as possible providing them options to resolve their request over the phone or e-mail whenever appropriate. This includes all aspects of debit cards, transfers, loan payments, stop payments, research requests, address changes, check orders, etc.

As electronic banking experts, primary responsibilities surround the internal and external support of online and mobile banking, bill pay, person to person payments, eStatements, the Bank's mobile app, business internet banking, as well as participate in the implementation of emerging technologies. Identifying and responding to suspicious activity or fraud alerts through these various channels is a vital part of the job. Proactive outreach is necessary to confirm authorized activity and mitigate fraud loss.

With high volumes of customer interaction, business development opportunities are expected which include referrals to account opening, lending, investments, etc. playing a major role in the Bank's strategic goals and overall customer experience.

Responsibilities

Handles all aspects of customer correspondence in the most professional and efficient manner possible, adhering to the “sunset” rule by returning any calls / e-mails by the end of the business day.

Researches and resolves customer’s issues as needed which include a myriad of products and issues; resetting on-line banking passwords, research bill payment issues, debit card usage, stolen or lost cards, remove inactive cards from the system, deposit verifications, funds availability, check re-orders or assisting retail staff members (list not all inclusive).

Responsible for outbound efforts including assisting locked out OLB users, enrollment issues, potential debit card fraud, returned mail resolution, etc

Seeks opportunities to provide the best possible customer experience by recommending solutions, presenting options and cross-selling products and services when appropriate.

Provides professional responses for all verbal and written customer correspondence ensuring consistent service that customers can depend on.

Manages all aspects of customer address changes, staying aware of potential red flags.

Responsible for monitoring the Bank’s fraud detection systems, detecting and responding promptly to potential account takeovers, Debit/ATM card fraud, as well as any other unauthorized activities.

Maintains work volume statistics for reporting purposes and to keep records of customer service requests; actively uses customer relationship software.

Expected to be an expert in the Bank’s electronic delivery channels seeking knowledge of emerging technologies

Supports Community Commitment Initiative by volunteering or attending Bank sponsored events, charitable events, and networking.

Supervisory Responsibilities

Number of employees supervised: N/A

Title(s) of employees supervised: N/A

Experience

Advanced banking knowledge of products, compliance and regulations through previous call center or retail banking experience of 2 years. Effective listening and communication skills.

Specific Skills Required

Language Skills

Ability to compose short correspondence that is professional and grammatically correct.

The ability to communicate clearly and concisely over the phone with a customer.

Technology Skills

In addition to knowledge of Microsoft Word and Excel, incumbents must also be knowledgeable with phone systems designed for a call center environment as well as proprietary systems to manage banking transactions and research.

The Village Bank is an Equal Opportunity Employer:The Village Bank is committed to the policy of providing equal employment opportunities for employment, training, compensation, transfer, promotion, and other aspects of employment for all qualified applicants and employees without regard to sex, race, creed, color, religion, national origin, age, sexual orientation, gender identity or expression, veteran status, physical or mental disabilities, genetics or any other status protected by law.