Customer Care Rep

Customer Care Rep

The Customer Care Representative is responsible for increasing Queensborough Customer Loyalty by ensuring a consistent, positive and valuable customer experiences. Customer Care Representative will provide telephone support and problem resolution by determining customer needs, responding to inquiries, and updating and maintaining customer information.

Key Responsibilities :

• Answers incoming customer phone calls, chats and video calls in a timely manner.
• Provides resolution to customer issues by researching requests, offering solutions, and providing follow up or escalation as needed
• Proactively provides alternative banking solutions when needed
• Knowledge of bank policies and procedures and acts as subject matter expert on all bank customer related systems
• Knowledge all products offered by Queensborough
• Provides support to branches on customer service related processes and procedures
• Escalates customer service issues to Customer Care Team Leader as needed
• Stays aware of any new or updated information related to bank products and procedures
• Meets productivity and performance goals while providing excellent customer service
• Participates in customer care center team goals
• Provides back up support to branches in customer service issues
• Participates in Customer Care Center Quarterly Training
• Assists in identification and development of market process efficiencies.
• Provides customer support for Deluxe, ClickSWITCH and other customer related products
• Acts as a supportive team player and a champion of the Queensborough brand both internally and externally within the community
• Flexible work schedule including Saturdays : 8am-6pm Monday -Friday and 8am- 1pm Saturday

Preferred Skills :

Professionalism : Advanced

Organization : Advanced

Interpersonal : Expert

Verbal Communication : Expert

Preferred Behaviors :

Team Player : Works well as a member of a group

Detail Oriented : Capable of carrying out a given task with all details necessary to get the task done well

Functional Expert : Considered a thought leader on a subject

Preferred Motivations :

Goal Completion : Inspired to perform well by the completion of tasks

Ability to Make an Impact : Inspired to perform well by the ability to contribute to the success of a project or the organization

Flexibility : Inspired to perform well when granted the ability to set your own schedule and goals

Preferred Education :

Bachelors or better.

Required Experience :

3-5 years : Basic understanding of compliance controls, risk management, operating policies and procedures, and fraud prevention.

3-5 years : Retail banking experience

Spanish speaking preferred but not required