Customer Care Center Rep

Position Summary

A Customer Care Representative is responsible for performing a full range of customer service oriented support activities coordinated in the Bank’s Customer Care Center. They are charged with ensuring a positive and favorable customer experience, demonstrating the Bank’s Preferred Banking Pledge, and remaining in compliance with both internal and external 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 via secure chat or secure message whenever appropriate. This includes all aspects of debit cards, transfers, loan payments, stop payments, research requests, check orders, etc (not an inclusive list).

As a Customer Care Agent, primary responsibilities surround the internal and external support of online and mobile banking, Bill Pay, Zelle payments, eStatements, stop payments, fraud, disputes, as well as participate in the implementation of emerging technologies. Identifying and responding to suspicious activity or fraud brought to the bank’s attention 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, identifying business development opportunities is expected, including referrals to account opening, lending, investments, etc. which all play a major role in the Bank's strategic goals and overall customer experience.

Responsibilities

• Answers phone calls on the first ring whenever possible and answers chats within 30 seconds as they come in throughout the day.
• Provides professional, friendly, and attentive care to all customers through various methods of interaction at all times.
• Properly verifies callers using RSA method or equivalent.
• Refers to and utilizes current CCC procedures.
• Stasy informed and up to date with the Bank’s electronic delivery channels seeking knowledge of emerging technologies.
• Remains alert in detecting fraud and recognizes signs of fraud and/or identity theft as well as any other unauthorized activities.
• Notifies the proper departments when suspicious activity occurs and documents the interaction or event.
• Maintains work volume statistics for reporting purposes and keeps records of customer service requests; actively utilize the Contacts feature within Insight.
• Researches and resolves customer concerns as needed, such as; fraud/disputes, unlocking and resetting on-line banking passwords, Bill Pay/Zelle issues, funds availability, check re-orders or assisting retail staff members (list not all inclusive).
• Responsible for outbound efforts including returning voicemails as well as returning calls to complete outstanding tasks from earlier in the day.
• Completes quarterly quizzes and training as assigned.
• Continuously strives for Stretch Goal Key Performance Indicators within the Service Level, Abandoned Rate, Average Call Time categories.
• Adheres to the benchmarks of the Customer Care Call Screening Checklist for an optimal score and positive customer experience. Calls will be recorded for quality assurance and training purposes.
• Protects the Bank by spotting periodic Phishing tests and avoids clicking on emails/links that are not expected or appear suspicious.
• Exercises responsibility in allocating for internal transfers of funds, debit card limit increases, and mobile deposit increases that are in line with department procedures.
• 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.
• Seeks opportunities to provide the best possible customer experience by recommending solutions, presenting options and cross-selling products and services when appropriate.
• Complies with bank operations and security procedures by participating in all dual-control functions.
• Follows all bank security and compliance procedures.
• Provides professional responses for all verbal and written customer correspondence ensuring consistent service that customers can depend on.
• Supports Community Commitment Initiative by volunteering or attending Bank sponsored events, charitable events, and networking.
  
  

Starting pay for a Customer Care Center Rep is $21-$24 per hour, aligned to relevant experience, skills, and internal equity. Final offers consider job-related experience, specialized skills, and internal equity and are not based on salary history.

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

Communication 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 using a professional tone and etiquette.

Technology Skills: Working knowledge of Microsoft Office.

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.