Customer Care Representative

Overview

Responsible for maintaining in-depth knowledge regarding a wide array of bank products, services, regulations and data processing to provide support to customers, branch personnel and management for a multi-bank holding company.

Primary Accountabilities / Responsibilities

• Answer and route calls to the appropriate person/department that are received through the main line of the bank.
• Meet or exceed customer service standards that are set forth by the department and/or bank.
• Interpret guidelines and bank policies and determine fee refunds and reversals.
• Resolve questions and problems of routine and more complex nature.
• Acquire and employ an in-depth knowledge of Bank products, sales and customer relations techniques by telephone, online chat function or email to increase new and expand existing customer accounts.
• Service the external and internal customer’s needs fully using ownership, proper telephone etiquette, and strong oral and written communication skills.
• Maintain a high degree of operational knowledge of all Bank products and services, deposit account regulations, transaction procedures and corresponding technology.
• Document all calls in the call tracking system with appropriate comments to keep management apprised of call activity.
• Identify and escalate priority issues to management.

Position Requirements

• High School diploma.
• 1-2 years of bank experience.
• Knowledge and understanding of the Bank’s retail products.
• Good customer service and organizational skills.
• Attention to detail and ability to rotate a wide variety of duties.
• Able to use various office equipment, including PC’s.
• May be required to work extended hours or weekends.