Customer Care Professional

Customer Care Professionals deliver memorable service to customers (internal and external) by listening attentively, displaying care, respect and patience while addressing inquiries in a timely manner, accurately, confidently and with a positive attitude. This role is responsible for providing information and resolving concerns about bank products and services via telephone, email, and online chat in a fast-paced call center environment.

Responsibilities include but are not limited to the following:

• Demonstrate a positive and helpful attitude toward customers (internal and external), understand their importance to Troy Bank & Trust and understand how Customer Care Professionals affect those customers. Provide extraordinary customer service by winning every customer over, taking ownership of every customer issue, and following up until issue is resolved.
• Answer all inquiries about products, services, policies, and procedures. Promptly provide bank balances, transactions, and other account related information to our external and internal customers. Assist all customers with technical issues such as password resets, log ins, and online navigation of the bank’s suite of electronic services.
• Establish and maintain good relationships with customers (internal and external) through interactions or work completed. Project a positive and professional image of Troy Bank & Trust.
• Identify customer needs by asking focused open and closed ended questions and offering appropriate financial products and services.
• Meet set goals for call volume, service quality, and productivity.
• Maintain confidentiality of all customers, employees, and company information.

Education/Experience:

• High School Diploma. Post-secondary education is a plus.
• 1-3 years customer service experience.
• Prior experience assisting customers by telephone preferred.
• Solid working knowledge of Windows and Microsoft Office software.
• Demonstrated ability to calculate figures and amounts.
• Ability to navigate multiple computer programs.
• Ability to use Dual monitors.
• Excellent attention to detail, prioritization and multi-tasking skills.
• Excellent communication skills.

Required Skills/Abilities:

• Ability and desire to work in a fast-paced environment.
• Proven dedication to excellence and achieving results.
• Ability to act with integrity, professionalism, and confidentiality.
• Reliable, motivated, and organized.
• Team oriented with the ability to work independently.
• Ability to multi-task and shift full focus to constantly changing priorities with enthusiasm.

Pay rates for this opportunity will be based upon experience.

Must apply online at https://troybankandtrust.com/careers/

At Troy Bank & Trust, we work to provide the best of a local community bank, along with the technology, tools, and resources you would expect to find at a regional one. We are committed to offering competitive pay and benefits to include an annual discretionary bonus, health/dental/vision insurance, 401k profit sharing, group life insurance, group short/long term disability, paid time off, and education assistance. Whether it's delivering excellent customer service, being staffed with the best trained employees, maintaining a strong reputation, providing value by offering superior products and services, or engaging in our communities, we strive to ensure we truly are "the only bank you'll ever need!"

Troy Bank and Trust is committed to serving the needs of its community and has been doing so for over 100 years. Learn more about us at www.troybankandtrust.com

Equal Opportunity Employer/Veterans/Disabilities