Customer Care Representative

About the Role

Partners Bank is seeking a part-time Customer Care Representative to join its Customer Care Call Center team. The representative is responsible for delivering an exceptional customer experience across multiple communication channels, including phone, email, chat, text, and mail. The successful candidate will develop a strong understanding of the bank's products and services and use that knowledge to answer questions, solve problems, identify customer needs, and provide appropriate solutions. This position supports customers and front-line employees with digital banking solutions, system access, technology, debit cards, account services, fraud-related issues, and other banking operations. The representative is expected to take ownership of customer interactions, resolve issues whenever possible during the first contact, and follow through until a satisfactory resolution is reached.

Responsibilities

• Customer Service
  • Provide exceptional customer service in an efficient and professional manner.
  • Resolve customer needs on the first contact whenever possible.
  • Communicate effectively with customers through phone, email, chat, text, and mail.
  • Analyze customer situations and determine appropriate solutions.
  • Take ownership of customer interactions and follow issues through to resolution.
  • Investigate and resolve a variety of customer requests and concerns.
  • Build strong and lasting customer relationships.
  • Maintain a professional and customer-focused approach during every interaction.
• Banking Products & Services
  • Maintain in-depth knowledge of the bank's products and services.
  • Provide accurate information regarding financial products and services.
  • Identify customer needs and recommend appropriate solutions.
  • Proactively engage customers to uncover additional needs.
  • Refer or close appropriate sales opportunities.
  • Assist customers with account-related questions and banking services.
  • Continue developing knowledge of new products, services, and banking technologies.
• Digital Banking Support
  • Provide support to customers using the bank's digital banking solutions.
  • Assist customers with digital banking questions and functionality.
  • Provide first-line support to frontline employees for digital banking solutions.
  • Support new and upgraded digital banking products, software, and hardware.
  • Participate in the implementation of new digital banking solutions.
  • Assist with training customers and employees when required.
  • Maintain the online new-account process while ensuring applicable compliance requirements are followed.
• Employee System Support
  • Provide system-access support for bank employees.
  • Serve as a resource for Windows, Horizon Core, and other internal systems.
  • Provide assistance with general technology and software used by the bank.
  • Support employee access and system-related issues.
  • Assist with implementation, training, and monitoring of internal systems.
• Customer Follow-Up & Outreach
  • Make outbound customer contacts as needed.
  • Follow up regarding account issues and customer requests.
  • Notify customers about service outages or potential fraud.
  • Assist with new-account onboarding.
  • Support customer communication campaigns.
  • Ensure unresolved customer issues are properly followed through to completion.
• Fraud & Transaction Monitoring
  • Monitor digital banking transactions for suspicious activity.
  • Use established reporting systems and procedures to identify potential issues.
  • Assist customers with fraud-related concerns.
  • Support fraud notifications and related customer communications.
  • Follow established bank policies and procedures when handling suspicious activity.
• ATM & Debit Card Services
  • Assist customers and bank employees with ATM and debit-card services.
  • Process debit-card reorders.
  • Handle debit-card limit-increase requests.
  • Assist customers with PIN resets.
  • Maintain appropriate card inventory.
  • Track lost cards.
  • Analyze returned mail related to card services.
  • Manage the card-dispute process.
  • Assist with card-compromise events in accordance with Regulation E (Reg E) requirements.
• Digital Product Implementation
  • Assist with the implementation of new digital banking products and services.
  • Support upgrades to existing digital solutions, software, and hardware.
  • Participate in training activities associated with new systems.
  • Help ensure customers and employees understand new digital banking functionality.
• Administrative & Reporting Support
  • Perform maintenance and verification activities to support other departments.
  • Compile reports and data for Customer Care and other departments.
  • Provide information and assistance for operational reporting.
  • Perform additional duties and responsibilities as required by management.

Qualifications

• A minimum of two years of customer sales/service experience is preferred.
• Experience in a front-line banking or financial-services position is also preferred.

Skills

• Excellent customer-service skills.
• Excellent written and verbal communication skills.
• Strong understanding of financial products and services.
• Strong organizational skills.
• Strong technical and interpersonal skills.
• Ability to work independently as well as collaboratively within a team.
• Ability to effectively manage multiple responsibilities.
• Ability to adapt quickly to changing priorities and situations.