What are the responsibilities and job description for the Customer Care Representative position at Ives Bank?
The Customer Care Center Representative is responsible for providing exceptional customer service by handling inbound and outbound calls related to banking products, services, and customer inquiries. They assist customers with account information, transactions, troubleshooting issues, and promoting bank services while ensuring compliance with banking regulations and security protocols.
Key Responsibilities:
Customer Service & Quality Assurance
- Ensure that customer inquiries (inbound/outbound voice, chat, email) are handled efficiently and professionally
- Resolve customer complaints efficiently and professionally
- Meet a minimum monthly Quality Assurance score of 80%
- Document and share customer feedback with members of leadership to ensure continuous improvement as an organization
Outbound Calling Expectations
- Participate in outbound calling initiatives for both service and basic sales
- Meet the minimum call expectation for each outbound call campaign
- Meet a 2% conversion ratio for the number of calls vs. sales/leads
Operational Efficiency & Reporting
- Maintain an aftercall work percentage that is in line with department peers
- Maintain accurate records of customer information and interactions within the five9 tool
- Document phone status codes accurately an consistently to ensure data integrity
Compliance & Security
- Ensure compliance with all banking regulations, policies, and procedures related to customer service and data security
- Maintain confidentiality of customer information and uphold ethical banking practices
- Educate customers on fraud prevention and security measures
HR Performance Expectations
- Provide a minimum of one piece of valuable feedback within Threads periodically for a team member or an internal business partner
- Manage individual time and attendance by completing a daily timecard and enter time off requests before weekly cut off
Educational and Experience Requirements:
- Associates degree or equivalent work experience
- Experience with COCC Insight core banking systems, preferred
- Previous experience in customer service, preferably in banking or call centers
- Excellent verbal and written communication skills
- Strong problem-solving and multitasking abilities
- Proficiency in computer systems and banking software
- Ability to work in a fast-paced environment and handle high call volumes
- Attention to detail and strong organizational skills
- Knowledge of banking regulations and security practices (preferred)
Physical Demands and Work Environment:
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.