Customer Care Center Associate
The Customer Care Center Associate receives and responds to customer inquiries by phone while maintaining tight control of customer identity and privacy. The Customer Care department complies with all legal and regulatory guidelines related to Call Center operation and specific customer transactions. The Customer Care Associate improves customer service by obtaining resolution to customer issues or concerns in a timely manner. The Customer Care Center Associate evaluates cross selling opportunities by referring customers to other departments within the bank.
Essential duties and responsibilities include answering incoming phone calls from customers regarding all types of Retail Accounts, quoting CD rates, loan payoffs, and resolving loan general questions, maintaining a thorough understanding of marketing promotions and bank products, reviewing complaints, issues or concerns and referring customers to other bank personnel, taking information and performing maintenance on check orders, internet and telephone banking, ATM/debit cards, reviewing, researching, and processing limited refund decisions, performing research on Bankway for customer inquiries, identifying cross selling opportunities through customer interactions, verifying and completing telephone transfer of funds and stop payment requests, filing Debit Card, Zelle, Bill pay and ACH disputes, requesting EBanking adds and updates, requesting Debit Card Limit Increases, researching and assisting with Bill Pay trouble shooting, maintaining a daily call log of each call taken, adhering to assigned work schedule and remaining flexible for shifts that include the hours of 7 am - 7 pm Monday - Friday and 8 am - 2 pm on Saturdays, completing required BSA/AML training and other compliance training as assigned, the ability to work in a constant state of alertness and in a safe manner, and performing any other related duties as required or assigned.
Qualifications include high school or GED, plus specialized schooling and/or on the job education in a specific skill area; e.g. data processing, clerical/administrative, equipment operation, etc, plus 12 to 18 months related experience and/or training, or equivalent combination of education and experience. Communication skills, mathematical skills, critical thinking skills, basic software skills required, working conditions, environmental conditions, physical activities, and additional information are also required.
