Customer Care Representative/Sr. Customer Care Representative

Customer Care Representative/Sr. Customer Care Representative

Posting Details

Job Details

Description

This position is scheduled 38 hours per week. The work schedule is 9:00 to 6:00 on Monday, Tuesday, Wednesday, Friday and 8:30 to 2:30 on Saturday. Work Schedule is subject to change based on business needs of the Bank.

ESSENTIAL FUNCTIONS:

Customer Care Representative:

Customer Service: 70%

• Answer incoming phone calls and transfer calls to appropriate person.
• Answer general to complex customer inquiries regarding accounts, Bank products and information.
• Exercise discretion in authorizing minor financial adjustments; waive fees, raise debit card limits, etc.
• Initiate input for fund transfers, stop payments, account maintenance, corrections, address changes, and check orders, following all Bank policies and procedures.
• Solve customer problems ranging from simple to complex and resolve complaints.
• Interview customers regarding ATM/debit card transactions reported as fraudulent and work with third party processor to prepare and file Reg E claims.
• Provide Online Banking support by assisting customers with log on problems, password resets, browser issues, navigation and education, and bill pay questions.
• Perform research to provide answers and alternatives for customer while maintaining bank standards and policies.

• Open new customer accounts.
• Order new checks for customer accounts.

• Interview customers and complete loan applications.
• Quote rates and terms to customers on consumer loans.
• Answer customer inquiries regarding loans.

Sales: 20%

• Determine financial needs of customers and offer appropriate products.
• Cross-sell products and services to achieve individual goals.
• Follow-up with customers to ensure satisfaction and cross-sell additional products.
• Market and actively promote Bank products through community events.
• Refer customers to other Bank departments for additional financial service products.
• Work with other departments to successfully to complete the sales cycle.

Non-Essential Functions: 10%

Senior Customer Care Representative:

Performs all duties listed above with the addition of the following:

Customer Service: 55%

• Proactively solve complex problems and provide timely resolution.
• Resolve complex customer complaints and handle escalated issues and customer calls when needed.
• Participate in pilot groups for testing software applications and reviewing Bank procedures.

Sales: 20%

Training Support: 15%

• Train and support Customer Care Representative with complex problem resolution.
• Direct Customer Care Representative to appropriate resource material to answer questions.
• Train and monitor new employees in Peer Mentoring program, including answering new employees’ questions, reviewing milestones, coaching through difficult issues, reviewing work assignments, communicating product knowledge and advising Manager on new employees’ progress.

Non-Essential Functions: 10%

SUPERVISORY RESPONSIBILITIES

None

MINIMUM QUALIFICATIONS

Core Job Specific Competencies:

Customer Care Representative:

• Accuracy / Quality: Achieves high standards of work processes and outcomes; completes tasks with a concern for all the details involved; monitors and checks work for precision, clarity, and completeness; produces quality results.
• Continuous Learning: Takes responsibility for own learning and development by acquiring and refining of technical and professional skills needed in job related areas; proactively seeks performance feedback and identifies approaches to improve own performance.
• Customer Service: Provides internal and external customers with the products and services that match their needs in a timely, efficient manner; follows up on customer complaints, questions, and requests.
• Dependability: Makes self available for work on a consistent and timely basis with infrequent unplanned absences; completes work in a timely manner; meets commitments with minimal oversight.
• Flexibility / Adaptability: Understands that the work environment is constantly changing and adjusts own approach and behavior accordingly; adapts to new ideas and initiatives across a wide variety of issues and situations; recognizes and responds quickly to shifting opportunities.
• Verbal Communication: Expresses ideas effectively in individual and group situations adjusting style and methods to meet the specific needs of the audience; attentively listens to others to gather data and paraphrase meaning to verify understanding.

Senior Customer Care Representative:

• Leadership: Influences or motivates others to work toward shared objectives that are in the best interests of the Bank; inspires others, by example, to perform to the highest standards; sets and/or involves others in setting goals that are challenging, realistic, and measurable.
• Product Knowledge: Demonstrates a working knowledge of the features and benefits of the products and services offered, and understands how those features benefit customers.

• Problem Solving: Develops actionable recommendations based on an understanding of trade-offs; commits to action after identifying alternative methods that are based on logical assumptions and information; takes into consideration resources, constraints, organizational values, and changing environments.
• Training: Shares job related knowledge and skills through specialized instruction and practice; assists learner in becoming proficient in new task or process; provides activities that lead to skilled behavior.

Knowledge, Skills and Abilities:

Customer Care Representative:

• Knowledge of modern office administration methods and procedures.
• Skills operating a personal computer including word processing, spreadsheet, presentation, and account management software.
• Proficient in basic mathematics.
• Ability to complete New Employee test with a 90% or better within 3 months of hire.

Senior Customer Care Representative:

• Thorough knowledge of Bank software applications such as Decision Pro and Desktop.
• Ability to complete Senior Customer Care Representative test with a 90% or better.

Physical Requirements:

• Ability to stand, bend, stoop, sit, walk, twist and turn.
• Ability to lift up to 25 pounds occasionally.
• Ability to use a computer keyboard and calculator.
• Work environment is indoors, majority of the time is spent sitting at a desk.

Education and Experience:

Customer Care Representative:

A combination of education and experience equivalent to a high school diploma and knowledge typically gained through a minimum of one year customer service, call center, banking or retail sales experience.

Senior Customer Care Representative:

A combination of education and experience equivalent to a high school diploma and knowledge typically gained through a minimum of two years experience as a Customer Care Representative.

Compensation:

The salary range for this position is from $20.40 to $30.44 per hour.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin. We are also an equal opportunity employer of individuals with disabilities and protected veterans.

EXCHANGE BANK IS AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER

Qualifications

Skills

Behaviors

Motivations

Education

Experience

Licenses & Certifications

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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