Customer Service Representative

About the role

The Customer Service Associate position provides a high level of customer service and support to our customers. They are trained to resolve customer inquiries on bank products, policies, regulations, and procedures via phone, live chat, or email.

Responsibilities

• Provide a high level of customer service and support to external customers
• Support inquiries received via live chat, email or telephone
• Authenticate callers to ensure our customers and the bank are protected from fraud attempts and take additional steps to mitigate risk if needed
• Research information and complete data entry to note customer interaction results
• Identify and escalate appropriate requests
• Remain current with product knowledge and administrative requirements through training
• Perform other duties as assigned

Requirements

• Basic product knowledge
• Basic ability to explain bank policies, procedures and/or regulations
• Basic ability to assess customer needs and recommend alternative products or services; refer to other departments when appropriate
• Able to maintain a high level of customer satisfaction
• Able to meet department efficiency and quality standards within 90 days
• Able to establish quick rapport with customers, actively listen, respond promptly with correct information
• Able to work in a high paced environment and maintain stable performance
• Able to maintain a high degree of confidentiality
• Able to complete and pass new hire quizzes and exam
• Inquisitive, agile and strong team player with excellent written, verbal and interpersonal communication skills
• Able to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values

Skills

• Intermediate level proficiency with Microsoft Word, Excel and Outlook

Qualifications

• High school diploma or GED or equivalent combination of education and experience required
• 1+ year related customer service experience required
• 1+ years of call center and/or financial service preferred

Benefits

• Medical, Dental, Vision, Health Savings, Flexible Spending Accounts and more!
• 401(k) and retirement education resources
• Paid banking holidays, vacation, sick and personal time
• Employee discounts and tuition reimbursement
• Second Shift differential for evening schedules
• Paid training for 4 weeks (must be able to attend)

Pay

Compensation Range: Hourly: $18.00 - $22.10 (Amount based on relevant experience, skills, and competencies.)

Schedule

Work Schedule is between 11:30am – 8:00pm Monday-Friday and every other Saturday. Additional shifts Tuesday-Saturday or Sunday-Thursday are also available.