Customer Care Representative - Eastpoint

General Job Summary

Responds to all customer inquiries coming to the main phone queue of the bank. Reply to secure customer messages through online banking and emails from customers via the Contact Us section of the SYB website. Supports the mission, vision and philosophy of the Bank. Complies willingly with all organizational policies and procedures. Supports all functions that maintain compliance with regulatory agencies.

Organizational Duties And Responsibilities

• Supports the mission, vision and philosophy of the Bank.
• Complies willingly with all organizational policies and procedures.
• Sustains compliance with regulatory agencies.

Essential Duties And Responsibilities

• Create a WOW customer experience for every customer in every interaction—via telephone, email or website contact.
• Maintain established goals of quality, efficiency, and accuracy by assisting customers with questions and/or concerns on all deposit/loan accounts and services—channeled through telephone, email or website contact.
• Recommend and educate customers on other bank services as appropriate.
• Perform operational tasks including account maintenance such as address and phone number updates; unlocking online banking accounts; troubleshooting online account issues; required maintenance for debit card activity such as limit increases and travel exemptions.

Other Functions

• Exercise duties and responsibilities in a manner that demonstrates self-accountability and supports a team environment.
• Support other Deposit Operations areas as needed.

Working Conditions

• Office environment, within a cubicle, using various computer applications.
• Will work in Deposit Operations in the call center location where there are long periods of sitting in a workstation logged in to take phone calls.

Minimum Job Requirements

• Education: High School Diploma / GED.
• Experience: Banking / customer service background or call center experience.

Specific Skills

• Excellent verbal and written communication skills.
• Able to multi-task using several software programs to service customer questions/needs.

Specialized

• PC proficiency.
• Good phone voice – professional demeanor.
• Familiar with the use of technology such as mobile apps and various browsers.

Physical Requirements

• Primarily sedentary work performed in an office environment.
• Frequent use of hands and fingers to operate a computer, keyboard, mouse, and other office equipment.
• Frequent use of hands and fingers to operate a computer, keyboard, mouse, and other office equipment.
• Visual acuity sufficient to read computer screens, printed documents, and financial data.
• Occasional standing, walking, bending, or reaching.
• Ability to lift and carry up to 10–15 pounds occasionally (e.g., files, office supplies).

Benefits

• 401(K) with a company match of up to 6%.
• ESOP employer match.
• Medical insurance.
• Dental insurance.
• Vision insurance.
• Cancer/Disease insurance.
• Accident insurance.
• Flexible Spending Accounts.
• Flexible Savings Accounts.
• Health Savings Accounts.
• Bank paid Life/AD&D insurance.
• Voluntary Life/AD&D insurance.
• Bank paid Short-Term and Long-Term Disability insurance.
• Employee Stock Purchase Plan.
• Employee Assistance Program.