Customer Care Center Associate (CUSTO013562)

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

• Answer incoming phone calls from customers regarding all types of Retail Accounts.
• Quote CD rates, loan payoffs and resolve loan general questions.
• Maintain a thorough understanding of marketing promotions and bank products.
• Review complaints, issues or concerns and refer customers to other bank personnel.
• Take information and perform maintenance on check orders, internet and telephone banking, ATM / debit cards.
• Review, research and process limited refund decisions.
• Perform research on Bankway for customer inquiries.
• Identify cross selling opportunities through customer interactions.
• Verify and complete telephone transfer of funds and stop payment requests.
• File Debit Card, Zelle, Bill pay and ACH disputes.
• Request EBanking adds and updates.
• Request Debit Card Limit Increases.
• Research and assist with Bill Pay trouble shooting.
• Maintain a daily call log of each call taken.
• Adhere to assigned work schedule and remain flexible for shifts that include the hours of 7 am - 7 pm Monday - Friday and 8 am - 2 pm on Saturdays.
• Completes 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.
• Perform any other related duties as required or assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

Education and Experience

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

Ability to read and understand documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals; ability to write routine reports and correspondence. Ability to effectively communicate information and respond to questions in person-to-person and small group situations with customers, clients, general public and other employees of the organization.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference.