CUSTOMER CARE ASSOCIATE

SUMMARY

The position of Customer Care Associate is to provide superior and quality customer service through multiple avenues of customer communication. They will provide answers and solutions in a positive, courteous, and professional manner. The position requires basic knowledge of Deposit Operations functions.

Duties will be performed in accordance with established policies and procedures. Assures compliance with all Bank policies and procedures, as well as, all applicable state and federal banking regulations.

ESSENTIAL DUTIES

1. Receive inbound customer calls or emails.
2. Makes a concentrated effort to solve customer problems in a timely manner.
3. Provides technical support for online banking and mobile banking: reset passwords for end-users, assist with site and app navigation.
4. Perform basic maintenance to debit card accounts within Horizon: reset PIN numbers when customer has locked card, apply a temporary limit increase, etc.
5. Assist customer with balance information and account history for loan and deposit accounts.
6. Maintain basic knowledge of all Deposit Operations functions, including, but not limited to: stop payments, wire transfer, overdraft privilege, Fresh Start, online banking, and Reg E rules, and regulations regarding the bank’s debit card program.
7. Assist customer with fee refunds upon supervisor approval.
8. Utilize the bank’s ticketing system for escalating customer service requests.
9. Promote the bank’s products and services, consistently cross-selling bank products at every opportunity.
10. Treats people with respect; keeps commitments; Inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.
11. Demonstrates knowledge of and adherence to EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action. 
12. Complies with Bank Secrecy Act, including related policies and procedures, and promptly reports suspicious activity to the BSA Officer.
13. Follows policies and procedures; completes administrative tasks correctly and on time; supports the Bank’s goals and values; benefits the bank through outside activities.
14. Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions.  The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one’s own actions and conduct.

SECONDARY DUTIES

The position of Customer Care Associate performs duties specific to the position and other functions as assigned.

SUPERVISORY RESPONSIBILITY

The position of Customer Care Associate has no supervisory responsibility.

ENVIRONMENT AND PHYSICAL ACTIVITY

The employee is in a non-confined office-type setting in which he or she is free to move about at will.  It may include some minor annoyances such as noise, odors, drafts, etc.

The employee in the course of performing this position spends time writing, typing, speaking, listening, lifting (up to 25 pounds), carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching.

The employee for this position may operate any or all of the following: telephone, cellular telephone, copy and fax machines, adding machine (calculator), typewriter, computer terminal, personal computer and related printers.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

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.  

MENTAL DEMANDS

The employee in this position must be able to accommodate to reading documents or instruments, detailed work, problem solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, training, multiple concurrent tasks, and constant interruptions.

MINIMUM REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position.  The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner.  Individual abilities may result in some deviation from these guidelines.

• High school diploma. Call center experience preferred.
• Basic knowledge of related state and federal banking compliance regulations, and other Bank policies.
• Basic skills in computer terminal and personal computer operation; mainframe computer system; word processing, spreadsheet and specialty software programs.
• Basic typing skills to meet production needs of the position.
• Basic math skills; balance accounts; add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors.
• Effective oral, written and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and speak clearly to customers and employees.
• Ability to deal with routine problems.
• Good organizational and time management skills.
• Ability to work with general supervision while performing duties.
• Current Arkansas driver's license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.