Customer Care Representative

OVERVIEW:

Responsible for maintaining in-depth knowledge regarding a wide array of bank products, services, regulations and data processing to provide support to customers, branch personnel and management for a multi-bank holding company.

PRIMARY ACCOUNTABILITIES / RESPONSIBILITIES:

Performs any functions necessary, within scope of authority and expertise, to provide the highest level of service and responsiveness to internal and external customers.

• Responsible to answer and route calls to the appropriate person/department that are received through the main line of the bank.
• Responsible for meeting or exceeding customer service standards that are set forth by the department and/or bank. Requires discretionary decision-making, interpreting guidelines and bank policies and determination of fee refunds and reversals.
• Receive and resolve questions and problems of routine too more complex in nature. Employ ownership, proper telephone etiquette, and strong oral and written communication skills to service the external and internal customer’s needs fully. Ensure adequate follow up is afforded to each customer to foster positive customer relations and promote repeat and/or expanded business.
• Understand department and Bank goals; participate in all established initiatives to meeting or exceeding the goals.
• Acquire and employ an in-depth knowledge of Bank products, as well as sales and customer relations’ techniques by telephone, online chat function or email to increase new and expand existing customer accounts.
• Receive and resolve questions and problems of routine too more complex in nature. Employ ownership, proper telephone etiquette, and strong oral and written communication skills to service the external and internal customer’s needs fully. Ensure adequate follow up is afforded to each customer to foster positive customer relations and promote repeat and/or expanded business.
• Receive and respond to branch and other internal department questions or requests of routine too more complex in nature. Provide guidance to all bank employees including management in making decisions in the best interest of the bank and the customer. When applicable make decisions with scope of authority and/or process supervisor overrides for own customers and branch personnel.
• Maintain a high degree of operational knowledge of all Bank products and services, deposit account regulations, transaction procedures and corresponding technology, in order to act as a help desk for branch/bank personnel, service and sell accounts and resolve routine to more complex problems.
• Acquire and apply knowledge of 20 Bank’s systems and 10 customer facing systems, computer and mobile devices, inter-departmental and data processors functions, policies and procedures and workflows, in order to product customers with technical support, conduct research, problem solve and adjust account problems/ transactions of a routine to more complex nature in an accurate and timely manner.
• Obtain necessary information and complete required paperwork to ensure customer product needs are transacted completely, such as check orders, research, change of address, stop payment request, etc.
• Document all calls in the call tracking system with appropriate comments to keep management apprised of call activity. Identify and escalate priority issues to management.

POSITION REQUIREMENTS

• High School diploma.
• 1-2 years of bank experience.
• Knowledge and understanding of the Bank’s retail products.
• Good customer service and organizational skills.
• Attention to detail and ability to rotate a wide variety of duties.
• Able to use various office equipment, including PC’s.
• Able to travel to various ATM locations.
• May be required to work extended hours or weekend.

An Affirmative Action/Equal Opportunity Employer of protected veterans and individuals with disabilities. Applicants for employment are considered without regard to race, creed, color, religion, sex, gender identity, sexual orientation, marital status, genetic information, national origin, age, disability, status as a veteran, Vietnam Era Veteran, or being a member of the Reserves or National Guard. Also, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.