Customer Care Associate

Description

POSITION SUMMARY: This position is the Bank’s expert on customer care with a primary responsibility of customer call coverage. Responsibilities that coincide with receiving customer calls include, but are not limited to: processing and verifying customer/account maintenance requests, processing external verification of customer account records, assisting with all consumer electronic banking products and services as well as debit and credit card products and services, taking the initiative to identify issues and deliver accurate solutions, responding to customer emails, and also identifying customer’s needs relating to other Bank products and services. Customer Care Associates will maintain a close working relationship with the Operation Specialists to achieve consistency with Bank products, services, policies, and procedures pertaining to deposit operations.

KEY RESPONSIBILITIES:

Customer Care Channels: Receive and accurately respond to customer account inquiries, in a professional, courteous, and timely manner, concerning all Bank products and services. Customer inquiries can be received via emails, online banking forms, chat, phone calls, voice messages, etc. Customer inquiries may include balance verifications, tracking deposits, fee explanations, and reconciliation assistance. Obtain information (check or statement copies, etc.) for customers as well as assist customers with inquiries on credit and debit cards, internet and mobile banking, and other digital services. Refer unusual problems to Management.

Customer/account maintenance: Maintain customer/account records and verify that maintenance activities have been processed accurately according to established Bank policies and procedures. Receive customer account information (new accounts and changes) and process file maintenance and review activities in a timely manner. Refer unusual situations to Management.

•   Maintenance & verification tasks: Preauthorized transfers, stop payments, and other requested customer and account tasks on time and accurately while also complying with all Federal and State banking regulations and Bank/department policies and procedures related to these activities.
•   External verification tasks: Respond in a timely manner to all balance verification requests originating outside of the organization.
•   Other operations duties: Assist with the processing of back office transactions and act as a backup for other deposit account operations functions.

Support Bank products/services: Maintain knowledge of current Bank products and services. Actively utilize as many Bank products and services as possible in order to fully understand the available features and benefits and to be able to effectively communicate with customers and prospective customers. Escalate or refer complicated questions to Management.

•   Electronic banking products:  Act as a resource for consumer electronic banking products (retail online banking, bill payment, mobile banking, and bank-by-phone) and the services offered within those products for Bank customers and staff. Fully understand all electronic banking systems and be able to communicate the available features, benefits, and usage to Bank customers and staff.
•   Debit and credit card products: Utilize the Bank’s debit and credit card systems (Fiserv EFT). Assist with the maintenance of records for debit and credit cards and assist customers with troubleshooting, balance inquiries, travel, payments, and other similar questions. 
• Talk to customers and listen for “cues and clues” to determine needs; respond to customer inquiries and evaluate their needs; suggest Bank products/services to customers to meet their needs; make referrals to other Bank personnel as appropriate. 

Community/public relations: Actively participate in community organizations and events. Represent the Bank in the community.

Other duties: Demonstrate reliable attendance and punctuality. Handle telephone inquiries and provide information to customers, vendors, and other departments in a professional and courteous manner. Attend and participate in Bank meetings. Attend internal and external training to improve skills and knowledge relevant to the Customer Care Associate. 

Perform other duties as required. 

POSITIONS REPORTING TO THIS POSITION:

· None

Requirements

EDUCATION/EXPERIENCE REQUIRED:

•  High school graduate
•  1 to 3 years of experience in customer service
•  Experience in banking/electronic banking is desirable 
•  Experience on the Fiserv system is desirable
•  Proficiency in Microsoft Office is required, including Outlook, Excel, and Word

OTHER REQUIREMENTS:

•  Occasional flexible work schedule as needed for customer call coverage.
•  Must have excellent written and verbal communication skills. 
•  Must be able to prioritize and organize work flow; must have good attention to detail; must be able to handle multiple jobs.
•  Must have the ability to analyze problem situations and determine appropriate options for resolution of the issue.
•  Must be able use the telephone to converse with customers for extended periods of time; must be able to communicate clearly by telephone; must have good listening ability and skills.
•  Must have a high degree of ethics and maintain confidentiality of customers and accounts.
•  Must be friendly, courteous, and sensitive to the needs of customers and coworkers.
•  Must be able to lift files and other documents of approximately 20 pounds.
•  Must be able to read and work with computer reports.
•  Must be able to stand or sit for extended periods of time.
•  Must be able to spend extended periods of time operating a computer keyboard and working at a computer monitor.