Customer Care Agent

POSITION SUMMARY

As a Customer Care Agent, you will respond to and resolve customer inquiries received through various channels, including telephone and digital channels, while meeting the Bank’s compliance standards. Customer inquiries may be regarding account information, general questions, and technical support for digital banking products. The Customer Care Agent will handle issues regarding transfers and loan payments via phone, stop payment requests, statement requests, processing check orders, processing internal requests, and cross-selling bank products. This role is highly visible in the Bank and requires a high level of professionalism and self-awareness.

JOB REQUIREMENTS

• High school diploma or equivalent required
• Two years of previous customer service/call center experience preferred

COMPETENCIES

• Possess a willingness to work flexible shifts to accommodate the operating hours of department
• Ability to listen and identify the needs and wants of a customer as well as making quick decisions independently
• Possess knowledge of various functions of the bank and where to find answers or information
• Ability to multi-task and change focus quickly without being stressed or overwhelmed
• Ability to be self-motivated, self-driven, self-sufficient, and results oriented with minimal management oversight or supervision
• Possess a strong attention to detail
• Possess proficient computer skills and familiarity with most Microsoft Office applications
• Possess a superior knowledge of bank products and services while delivering with professional presentation, explanation and selling of products and services, and match to customer needs
• Ability to read and comprehend documents such as policy and procedure

DUTIES AND RESPONSIBILITIES

• Respond to incoming calls via the telephone or digital channel
• Provide a resolution to inquiries, concerns and technical issues
• Process new online account openings
• Conduct customer and bank transactions with accuracy, efficiency, and professionalism, meeting the high-quality service delivery standards of the bank
• Actively sell and cross-sell bank products
• Act as a spokesperson for new promotions and product introductions
• Identify sales and retention opportunities based on the customer’s needs
• Implement research strategies as needed
• Protect all customer and Bank information at all times, adhering to customer privacy and information security policy.
• Maintain compliance with regulations and bank policies and procedures, including the Bank Secrecy Act (BSA) and the Office of Foreign Assets Control (OFAC) requirements
• Actively support the ongoing development of a culturally diverse workforce
• Complete other duties as assigned as determined by management to be reasonable and beneficial

PHYSICAL REQUIREMENTS

This position operates in a professional office environment. You will be stationary at a workstation, frequently operating a computer and a telephone. While performing the duties of this job, the employee is regularly required to communicate effectively with customers, vendors, management, and employees. Regular use of a telephone and email for communication is essential. Must be able to accurately gather and process verbal and written information and properly prepare or inspect documents. Good manual dexterity is needed for the frequent use of common office equipment, such as computer terminals, calculators, copiers and telephones.