Education requirements: High School Diploma or Equivalent
Experience or Skill requirements:
The employee must have excellent oral and written communication; active listening; patience and problem solving skills. Client Care Representatives must possess a strong work ethic and attention to detail in a fast-paced work environment. Client Care Representatives need above average technology skills including but not limited to: different browsers and the security settings of each; the ability to navigate multiple computer screens and multiple programs rapidly and accurately in response to client's needs; the ability to access client needs in relation to smart phones and tablets. Client Care Representatives should be able to quickly adapt to new and changing technology, regulations, and procedures in an atmosphere that is continually changing.
Duties:
Client Care Representatives will handle inbound service calls as well as service request via other platforms of client contact including but not limited to internet chat, emails, and secure messaging from both new and existing clients. The employee will handle these contacts in a welcoming and professional fashion while maintaining a vigilant customer identification process. The employee will handle a multitude of client services including but not limited to: answering client questions within set standards; resolving client issues and concerns regarding banking products and services, assisting clients with the numerous forms of self-service portals, and identifying client needs and offer additional products or services that may make the clients banking relationship as beneficial to the client as possible. The employee will have a working knowledge of all products and services available to the clients and how to assist the clients in using them. It is imperative for the employee to have an in depth knowledge of all client self-service portals including but not limited to: internet banking; debit cards; text banking; mobile banking; my summit mobile deposit, bill pay, voice banking and a functional knowledge of computers, smart phones and tablets. The employee will be required to learn and test new services for rollout to our clients as well as new services and procedures for company personal. The employee will need to train in various departments of the company including branches, item processing, and loan departments. The employee will be required to assist in covering the front desk and act as receptionist at the SFG Headquarters facility by greeting and directing visitors. The Client Care Center will host our "online accounts" and follow procedures for opening these accounts and servicing online clients as we do our branch clients. The employee will required to process multiple "housekeeping" reports according to varying timelines as needed by our Chief Operations Officer. The employee will strictly adhere to operational procedures to include security and fraud protection. The employee will often be called upon by front-line personal to assist them as needed. The Client Care Representative will make our promise of "Service Beyond Expectations" Begins with Me real and believable by following our defined principles.
Relationships:
A Client Care Representative is an important part of our Summit team and will embrace each employee's expertise and contributions. They will be expected to inspire collaboration among co-workers and clients, assist others and be aware of what needs to be done and take action to improve the quality of service to our clients. They are expected to work closely with branch staff, HQ employees and others at Summit. The employee will be expected to work with all employees to maintain the safety and security of each branch as well as the security of our clients. The Customer Service Representative will work closely with and report to the Client Care Center Manager.
Summit provides equal employment opportunities in all aspects of employment. All employment decisions are made without regard to race, color, religion, age, sex (including pregnancy, sexual orientation, or gender identity), national origin, disability status, genetics, protected veteran status, or any other characteristic protected by federal, state, or local laws.
Salary information: Hourly rate varies based on experience.