Customer Care Representative

PURPOSE OF THE JOB This position consistently provides exceptional customer service in a timely and accurate manner resulting in customer satisfaction and retention. Provides direct assistance to customers by utilizing all methods of communication. MAIN DUTIES OF THE JOB

• Market products and services to customers who contact the bank through the Contact Center using any method of communication
• Answers all incoming phone/electronic inquiries regarding Bank products and services professionally and enthusiastically in accordance with established policies and procedures
• Logs incoming calls in Call Manager and Cisco Finesse
• Research inquiries using all resources available
• Resolves customer concerns regarding account issues such as balance inquiries, checks, deposit status, stop payments, transfers, errors, statement questions, rate information, update contact information, name, email and address changes, loan questions, loan payoffs, loan payments, website, cancel/reorder Debit cards, order checks, process payments, file disputes, process consumer wires, etc.
• Quote CD rates and loan payoffs
• Provide payment service information for Pay my Loan
• Research transactions on both debit cards and credit cards
• Provides service and maintenance for debit card and credit card request
• Encourages and offers assistance in the enrollment of Mobile and Internet Banking services
• Assists with Internet Banking and Mobile resets and issues for personal and business customers
• Assists with all digital channel access
• Keeps Contact Center management informed of the "pulse" of our customers.
• Displays a genuine concern for resolving customer concerns
• Handles the customer through to completion and only routes the customer/inquiry to the appropriate department for further research/resolution when appropriate to do so using a warm transfer.
• Uses tact and skill to handle the customer request
• Performs other related duties as required

WHAT WILL YOU NEED TO SUCCEED

• High School Diploma or equivalent required
• Minimum two years of previous experience in Contact Center or Customer Service
• Previous work experience in a financial institution preferred.
• Knowledge of telecommunications system
• Exceptional verbal, written, and interpersonal communication skills
• Excellent analytical and problem-solving skills including ability to diagnose, resolve or escalate a critical situation.
• Excellent reading and comprehension skills including policies, procedures, regulations, instructions, correspondences and memos.
• Ability to quickly assess (by phone) the customer needs and make recommendations or provide information to the customer.
• The ability to speak listen to understand information and ideas presented through spoke works and sentences.
• Work Independently with no direct supervision
• Must be able to work flexible hours that could range from (8:00 AM - 8:00PM) M-F; 8:00 AM -2:00PM, on a rotating Saturday work schedule.

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