Care Center Representative

Responsibilities

• Support the contact of bank customers and prospects through phone, electronic and chat channels to market an array of financial products and services.
• May be required to support other sales channels with opening of new accounts or assist callers with obtaining services through the appropriate banking departments.
• Utilize chat library and other tools to communicate with customers in accordance with the bank compliance and other processes.
• Provide telephone support for customers requiring assistance with both traditional and electronic banking products.
• Use effective and professional telephone skills in receiving and responding to all types of customer telephone inquiries, providing information on bank products, policies, procedures and programs.
• Maintain a solid understanding of the products and services being offered.
• Use judgment and reasoning skills to solve customer service problems within designated authority to handle chats or calls at point of contact.
• Collect information about service problems or customer complaints and escalate customer disputes to the appropriate manager for resolution if necessary.
• Complete research and resolves documentation errors or discrepancies.
• Forward more complex problems to management, as required.

Requirements

• High School or GED required.
• Additional experience may be considered in lieu of degree.
• Bilingual (Spanish) candidates preferred but not required.
• Minimum of 1-year experience as a call center representative with demonstrated communication skills and telephone aptitude.
• Preferred experience as a financial services representative in a financial institution, with good knowledge of bank operations, retail banking products, and banking regulations pertaining to financial transactions is highly preferred.
• Minimum typing speed of 50 wpm.
• Possess excellent collaboration and written/verbal communications skills.
• Possess friendly demeanor, can-do attitude, and willingness to help at all times.
• Use questioning and listening skills that support effective telephone communication.
• Identify and use voice skills to enhance telephone presentation.
• Able to cope with angry or upset customers and apply appropriate actions to effectively control a telephone call.
• Able to cope with pressure resulting from meeting required service levels and productivity goals.
• High level of accuracy and great attention to detail.
• Able to comprehend and interpret Bank policies, procedures and regulations.
• Knowledge of or ability to learn about retail products and services.
• Solid math skills and bookkeeping abilities preferred.
• Able to effectively present information and respond to questions from clients, customers, and the general public.
• Able to introduce products and services that match customers’ needs.
• Able to provide a resolution in a timely manner, balancing risk with service.

Qualifications

• High School or GED required.
• Additional experience may be considered in lieu of degree.
• Bilingual (Spanish) candidates preferred but not required.
• Minimum of 1-year experience as a call center representative with demonstrated communication skills and telephone aptitude.
• Preferred experience as a financial services representative in a financial institution, with good knowledge of bank operations, retail banking products, and banking regulations pertaining to financial transactions is highly preferred.
• Minimum typing speed of 50 wpm.
• Possess excellent collaboration and written/verbal communications skills.
• Possess friendly demeanor, can-do attitude, and willingness to help at all times.
• Use questioning and listening skills that support effective telephone communication.
• Identify and use voice skills to enhance telephone presentation.
• Able to cope with angry or upset customers and apply appropriate actions to effectively control a telephone call.
• Able to cope with pressure resulting from meeting required service levels and productivity goals.
• High level of accuracy and great attention to detail.
• Able to comprehend and interpret Bank policies, procedures and regulations.
• Knowledge of or ability to learn about retail products and services.
• Solid math skills and bookkeeping abilities preferred.
• Able to effectively present information and respond to questions from clients, customers, and the general public.
• Able to introduce products and services that match customers’ needs.
• Able to provide a resolution in a timely manner, balancing risk with service.

Skills

• Excellent communication skills.
• Effective telephone skills.
• Ability to solve customer service problems.
• Ability to cope with pressure and meet service levels.
• High level of accuracy and attention to detail.
• Ability to understand and interpret Bank policies and procedures.
• Knowledge of retail products and services.
• Solid math skills and bookkeeping abilities.

Benefits

• Medical, prescription, dental, and vision coverage for employees and their eligible family members.
• Employer paid Employee Assistance Program, Life Insurance, AD&D, and Disability benefits.
• Health Savings Account with employer contribution.
• Healthcare and Dependent Care Flexible Spending Accounts and Commuter/Parking Benefit.
• 401(k) and Roth 401(k) with company contribution.
• 529 Education Savings plan, Tuition Reimbursement Program and Student Loan Assistance Program.
• Supplemental Health plans, Voluntary Legal and Identity Theft Services.
• 11 paid holidays, paid Sick days (accrual of one hour for every 30 hours worked), up to 25 paid vacation days, and 16 hours of paid volunteer time throughout the calendar year.
• Free personal checking and savings account; Discounted rates on primary residence loan with $0 origination fees (restrictions apply).