Description

TITLE: Client Care Representative

DEPARTMENT: Retail Banking

JOB SUMMARY:

The Client Care Representative is responsible for providing a best-in-class experience to current and prospective clients. Provide efficient and professional service while answering general account questions, addressing complaints and other issues. The Client Care Representative will work from a centralized location and primarily interact with clients through incoming phone calls.

ESSENTIAL FUNCTIONS:

• Answer client calls and respond to requests through various channels (ITM, video banking and chat functions) in a professional manner that is aligned with our core values, brand, and reputation.
• Provide assistance with online banking, mobile banking, bill pay access, debit card transactions, and disputed transactions; may transfer calls to appropriate parties and ensure proper identification and verification is obtained.
• Identify, research, and resolve client issues using internal resources, software programs, and other computer and technology-based platforms and follow up with clients in a timely manner.
• Collaborate with other team members to ensure a positive banking experience for all clients.
• Maintain strong knowledge of all bank products and services including deposits, lending, IRA’s.
• May assist clients with loans, including credit cards, unsecured and automotive loans.
• Identify and appropriately manages potential fraudulent situations.
• Follow appropriate bank safety and security procedures, including proper opening and closing protocols.
• May prepare and mail bank correspondence to customers.
• May verify and mail Commercial Bank Statements.
• May provide project and support for Deposit Operations associates and other departments.
• May identify cross-selling opportunities to support growth of the bank.
• Consistently meet or exceed service goals set by management.
• May process Video Banking Retail and Commercial Client Transactions.
• Comply with all company or regulatory policies, procedures and requirements that are applicable to this position.
• Foster and preserve a culture of diversity, equity, and inclusion.
• Additional duties and responsibilities may be required to support the company’s mission, vision, and values.

QUALIFICATIONS:

• High school diploma or equivalent.
• One year experience in a retail and/or client service environment.
• Excellent client service skills.
• Capability to prioritize and execute a variety of tasks simultaneously, at times in a demanding environment.
• Strong interpersonal and written communication capabilities.
• Capability to perform data entry utilizing banking software and Microsoft 365 products, with an elevated level of accuracy and attention to detail.

WORKING CONDITIONS:

• Duties are performed in a professional office environment.
• Prolonged periods sitting at a desk and working on a computer.
• May require travel to other bank or client locations.
• Availability to work on Saturdays.
• Overtime may be required.

SALARY & BENEFITS:

The anticipated starting hourly wage for this position is $19.00 per hour. The actual wage will be based on qualifications and business needs and may vary, as permitted by applicable state law.

This position is a regular full-time position and individuals employed as regular full-time are eligible for the following benefits subject to the terms, limitations and conditions of each benefit plan: Health, Dental, Vision, Life Insurance, Disability Insurance, FSA, HSA, 401K, Employee Stock Purchase Plan, Paid Time Off, Paid Holidays and additional Voluntary Supplemental Insurance.

At QCR Holdings, Inc. we are committed to fostering and preserving a culture of diversity, equity, and inclusion and strongly believe that it is our differences - of all kinds - that make our company and our communities better and stronger.

QCR Holdings, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or other protected class status.

It is the policy of QCR Holdings, Inc. to comply with the Americans with Disabilities Act by providing reasonable accommodations to enable qualified individuals with disabilities to access the job application and interview process, to perform the essential functions of the job, and to receive equal access to other benefits and privileges of employment.