Customer Care Representative (CSR Bank)/Req 1192 Onsite Only

Partners Bank is a rapidly growing community bank with operations in Maine and New Hampshire that has established superior service level expectations. We offer generous compensation and benefits while fostering opportunities for growth.

About the role

Working within established operational policies, procedures, and protocols, the Customer Care Representative will provide an exceptional experience to customers contacting the bank via phone, email, chat, text, or other communication methods. The incumbent will be proficient in the servicing of all products and services the bank offers. The Customer Care Representative will effectively analyze customer situations and determine an appropriate solution and response, taking ownership of the customer connection and following through until resolution. This position supports the delivery of digital banking solutions to customers and first-line support for employee system access, including implementation, training, and monitoring of systems.

Responsibilities

• Promote strong and lasting customer relationships by providing exceptional service in an efficient and highly professional manner.
• Resolve the needs of the customer on the first contact whenever possible.
• Effectively communicate with customers via phone, email, chat, and mail.
• Maintain in-depth knowledge of all products and services.
• Provide support to customers and frontline employees for all digital banking solutions.
• Proactively engage customers to uncover needs, recommend appropriate solutions, and refer or close sales opportunities.
• Investigate and resolve a wide variety of requests and follow through to resolution.
• Provide system access support and serve as a resource for Windows, Horizon Core, and other internal systems for bank employees.
• Perform various maintenance, verification, or other duties to support other departments.
• Support new or upgrades to existing digital solutions, software, or hardware.
• Make outbound contact for follow-up on account issues, notifications of service outages or fraud, new account onboarding, or campaigns.
• Monitor digital banking transactions for suspicious activity using established reporting and software.
• Assist customers and bank staff with ATM and Debit cards, including card reorders, limit increases, and PIN resets.
• Maintain card inventory for the bank, track lost cards, and analyze all returned mail.
• Manage the card dispute process and card compromise events (Reg E).
• Assist in the implementation of new digital banking products and services, which may involve training others.
• Maintain the online new account process, ensuring compliance with all necessary regulations.
• Provide expertise in general technology and software used by the bank.
• Compile reports or data for Customer Care reporting or other departments as needed.
• Perform all other duties as required.

Requirements

• A minimum of two years’ experience in customer sales/service or another front-line banking or financial services position is preferred.
• Excellent customer service skills.
• Excellent written and verbal communication skills.
• Ability to work independently as well as with a variety of people in a team environment.
• Adapts easily to change and can effectively handle multiple tasks.
• In-depth knowledge and understanding of various financial products and services.
• Strong organizational, technical, and interpersonal skills.
• Ability to multitask, adapt well to variety and change, and perform well when busy.
• Must be a self-starter and goal-driven.

Pay

$18.51–$26.73 hourly

Status: Full-Time / Non-Exempt / On-site Only
Location: Sanford, ME