Client Care Representative

Job Description

Job Description

We’re Hiring!

Client Care Representative

Celebrating over 100 years in the community, Citizens Trust Bank remains committed to providing personalized service and financial solutions to meet the growing needs of our customers.

We are committed to our institution’s values of Integrity , Collaboration, Innovation, Service Excellence, Respect, Accountability, and Leadership, all of which are needed to continue our mission of empowering generations for financial success.

By joining our team, you can expect opportunities to enhance personal accomplishments and professional growth.

POSITION SUMMARY :

Responsibilities include but are not limited to the following :

• Uses standard script and procedures when answering incoming calls
• Responds to telephone calls, emails, and Contact US posts from customers / non customers by answering their questions about banking solutions in a timely and efficient manner
• Answers multi-line phones with a smile and courteous voice
• Provides a high level of responsiveness to customer inquiries in regards to their accounts
• Provides merchant verifications
• Processes and sends confirmations on stop payment requests; processes verifications of deposits
• Stays abreast of processes and procedures related to electronic banking solutions and assists customers with concerns related to those products
• Assists customers with Online Banking Enrollment and resets password
• Assists customers with account maintenance to include address, telephone, and email addresses
• Processes Online Banking enrollment verification letters
• Assists customers with installing Mobile CTB App and processes mobile deposit capture enrollment requests
• Distributes Online Commercial Account applications
• Processes ATM and Debit card activations, Pin numbers and restricted cards request; increases Debit card limit increases and International travel requests
• Blocks loss, stolen or compromised ATM and Debit cards; orders new and replacement debit cards
• Closes accounts with zero balance
• Performs Opts In and Opt Out of Overdraft Privilege on customers’ accounts
• Prepares correspondence, documents, and reports
• Maintains and handles all confidential matters and information
• Adheres to all policies, procedures, expectations, laws, and regulations
• Uses good judgment and makes sound decisions
• Delivers excellent quality customer service consistently and adheres to department response turn around standards
• Exceeds all established position’s goals, objectives, and expectations
• Leads initiatives, adds value, supports the Bank’s vision, mission, core values, business principles, goals, and objectives
• Participates in Bank community related events and activities
• Demonstrates consistent professional appearance, behavior, image, ethics, integrity, and represents the CTB Brand
• Performs other duties and responsibilities as assigned

QUALIFICATIONS :

Citizens Trust Bank is committed to investing in our employees, cultivating a rewarding professional team and results-oriented work environment that is based on respect, accountability, and high-quality performance. We offer competitive compensation and a comprehensive employee benefits package for our Full-time employees. Our benefits package includes the following :

EEO / AA