GENERAL DESCRIPTION OF POSITION

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

1. Answer incoming phone calls from customers regarding all types of Retail Accounts. This duty is performed daily, about 10% of the time.

2. Quote CD Rates, loan payoffs and resolve loan general questions. This duty is performed daily, about 5% of the time.

3. Maintain a thorough understanding of marketing promotions and bank products. This duty is performed daily, about 10% of the time.

4. Review complaints, issues or concerns and refer customers to other bank personnel. This duty is performed as needed, about 10% of the time.

5. Take information and perform maintenance on check orders, internet and telephone banking, ATM/debit cards. This duty is performed daily, about 10% of the time.

6. Review, research and process limited refund decisions. This duty is performed as needed, about 5% of the time.

7. Perform research on Bankway for customer inquiries. This duty is performed daily, about 5% of the time.

8. Identify cross selling opportunities through customer interactions. This duty is performed daily, about 5% of the time.

9. Verify and complete telephone transfer of funds and stop payment requests. This duty is performed daily, about 10% of the time.

10. File Debit Card, Zelle, Bill pay and ACH disputes. This duty is performed daily, about 5% of the time.

11. Request EBanking adds and updates. This duty is performed daily, about 5% of the time.

12. Request Debit Card Limit Increases. This duty is performed daily, about 5% of the time.

13. Research and assist with Bill Pay trouble shooting. This duty is performed daily, about 5% of the time.

14. Maintain a daily call log of each call taken. This duty is performed daily, about 5% of the time.

15. 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. This duty is performed daily, about 5% of the time.

16. Completes required BSA/AML training and other compliance training as assigned. This duty is performed quarterly.

17. The ability to work in a constant state of alertness and in a safe manner. This duty is performed daily.

18. 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, and volume. Ability to apply concepts such as fractions, ratios, and proportions to practical situations. 

CRITICAL THINKING SKILLS

Ability to solve practical problems and deal with a variety of known variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, or diagram formats.

REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS

Not indicated.

PREFERRED CERTIFICATES, LICENSES, REGISTRATIONS

Not indicated.

SOFTWARE SKILLS REQUIRED

Basic: 10-Key, Accounting, Alphanumeric Data Entry, Presentation/PowerPoint, Spreadsheet, Word Processing/Typing

WORKING CONDITIONS

Somewhat disagreeable working conditions. Continuously exposed to one or two elements such as noise, intermittent standing, walking, pushing, carrying, or lifting. May involve some travel and/or work is at times, in the evening or during the night hours.

ENVIRONMENTAL CONDITIONS

The following work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

PHYSICAL ACTIVITIES

The following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations.

Highly repetitive, low physical. Highly repetitive type of work which requires concentration in the performance of tasks for consistent time cycles as prescribed by the tasks.

While performing the functions of this job, the employee is continuously required to sit, use hands to finger, handle, or feel, talk or hear; occasionally required to stand, walk. The employee must occasionally lift and/or move up to 25 pounds; frequently lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

ADDITIONAL INFORMATION

- 1 year experience in Customer Service, Call Center experience preferred but not required
- 1 year experience using personal computers
- Experience using Microsoft Office products
- Proficient telephone skills
- Ability to sit for long periods
- Knowledge of bank products, policies/procedures is preferred, but not required