Customer Care Representative

About the role

Compensation for this position is commensurate with experience. The posted range is intended to provide a general estimate and does not guarantee a specific rate of pay. 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.

Responsibilities

• Performs any functions necessary, within scope of authority and expertise, to provide the highest level of service and responsiveness to internal and external customers.
• Responsible to answer and route calls to the appropriate person/department that are received through the main line of the bank.
• Responsible for meeting or exceeding customer service standards that are set forth by the department and/or bank.
• Requires discretionary decision-making, interpreting guidelines and bank policies and determination of fee refunds and reversals.
• Receive and resolve questions and problems of routine too more complex in nature.
• Understand department and Bank goals; participate in all established initiatives to meeting or exceeding the goals.
• Acquire and employ an in-depth knowledge of Bank products, as well as sales and customer relations’ techniques by telephone, online chat function or email to increase new and expand existing customer accounts.
• Employ ownership, proper telephone etiquette, and strong oral and written communication skills to service the external and internal customer’s needs fully.
• Ensure adequate follow up is afforded to each customer to foster positive customer relations and promote repeat and/or expanded business.
• Receive and respond to branch and other internal department questions or requests of routine too more complex in nature.
• Provide guidance to all bank employees including management in making decisions in the best interest of the bank and the customer.
• When applicable make decisions with scope of authority and/or process supervisor overrides for own customers and branch personnel.
• Maintain a high degree of operational knowledge of all Bank products and services, deposit account regulations, transaction procedures and corresponding technology.
• Obtain necessary information and complete required paperwork to ensure customer product needs are transacted completely, such as check orders, research, change of