Customer Care Representative I

Role Overview

• Provide superior customer service to external and internal customers
• Identify and resolve customer inquiries using active listening, critical thinking, and probing skills for first call resolution
• Answer inbound phone inquiries timely, accurately, and professionally
• Provide tier one digital banking support
• Assist customers with debit card support
• Process customer inquiries accurately and efficiently
• Promote virtual branch solutions to customers
• Meet or exceed quality and productivity goals
• Ensure the security of customer information
• Maintain a working knowledge of PC skills and troubleshoot problems
• Keep customers aware of changes in bank services
• Follow established processes and guidelines in daily activities
• Successfully complete additional skills training as required/requested.

Requirements

• Previous customer service (Inbound Call Center) experience
• Experience in financial services
• Strong computer skills and ability to navigate systems for quick resolution
• Must have excellent customer service skills including verbal, listening, and problem-solving skills
• Must be enthusiastic and highly motivated with a strong work ethic and intense focus on results
• Ability to work with confidential information, both internally and externally, in a professional manner
• Ability to have flexible hours when necessary
• Receptive to coaching and feedback
• Demonstrate the desire to meet/exceed goals and solve problems while working in a fast-paced environment
• Interpersonal skills to create a positive and effective work environment.

Benefits

• Equal Opportunity Employer, including disabled/veterans.