What are the responsibilities and job description for the Customer Care Advisor I position at Primis Bank?
Position Summary: This position is responsible for providing quality service across multiple channels to all bank customers in an efficient and professional manner.
- Builds relationships and serves customer needs via phone and chat in an efficient, high-quality manner ensuring the best possible customer experience
- Understands and consistently meets department KPI’s related to quality and efficiency adhering to quality assurance standards outlined in the quality assurance rubric
- Adhere to schedule ensuring that breaks and lunches are taken as indicated by the daily schedule
- Receptive to coaching and feedback
- Maintains strong understanding of policy, products, procedures, and tools
- Effective navigation of multiple systems
- Looks for creative solutions for customers for the sake of strong relationships and customer retention
- Regular, reliable and predictable attendance
- Schedule would be 11:30am-8:00pm, Sunday, Monday, Tuesday, Thursday, and Friday
- Peer/new hire coaching
- Special projects
- Product testing
- Maintain compliance with and adhere to all state and federal regulations and Bank policies and procedures, including, but not limited to Bank Secrecy Act, SAR, CTR, FACT ACT, Community Reinvestment Act, EEO, and fair employment practices
- All other duties as assigned
- High School diploma required
- Minimum of one year call center experience preferred
- Minimum of two years operational experience in a high volume, customer facing environment
- Ability to work independently with minimal supervision
- Superior interpersonal skills. Must be able to effectively communicate with management, bank employees, bank clients, and outside vendors
- Knowledge of the banking environment, computer hardware, software applications, networks, and operating systems
- Ability to make sound recommendations to management
- Excellent organizational and time management skills
- Excellent computer skills in current computer technology
- Ability to effectively multi-task, work under pressure, and to meet tight deadlines
- Excellent written and oral communication skills
- Excellent computer skills relevant to Microsoft Office Suites (i.e. Word, Excel, Outlook)
- Must be willing to work a combination of early morning, late night, and weekend shifts. Rotating schedule subject to change, flexibility and dependability required
- Continuous remaining in a stationary position, particularly, but not limited to, at a desktop computer
- Continuous visual review of documents such as financial statements, contracts, spreadsheets, policies, process guides, and other electronic and printed material
- Frequent high stress periods of high-volume work with tight deadlines
- Continuous repetitive use of hands/arms; particularly concerning to typing, writing, phone & computer use
- Continuous communication: verbal and written, in-person, phone and electronic
- Hybrid
Experience
Preferred- High School diploma required
- Minimum of one year call center experience preferred
- Minimum of two years operational experience in a high volume, customer facing environment
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
