What are the responsibilities and job description for the Customer Care Advisor I position at Sonabank?

Position Summary : This position is responsible for providing quality service by phone, chat, e-services, or written communication to all bank customers in an efficient and professional manner.

Primary Duties :

Answering inbound customer calls, written requests, or e-service messages. Providing an outstanding customer experience by managing customer concerns through a tone touch resolution.
Field inbound customer chats in both an authenticated environment (behind the pin) and un-authenticated environment (in front of the pin); answering questions and bringing problems to an expedited resolution that meets customer expectations.
Process requests and notify customers of approval or denial via telephone or other e-service communication channels.
Follow-up with customers relating to specific campaigns or direct mail marketing activities.
Perform quality control reporting and tracking to monitor service levels and customer trends.
Assist with online account opening applications by providing information to applicants on status and next steps in the process.
Proven sales ability, including knowledge of all products and services.
Support corporate communications inbound service calls.
Create, analyze and provide management performance and statistical reports for trending customer data.
Monitor individual, team and department results to identify trends that would affect service quality, revenue goals, performance targets and customer delivery.
Assist with cross sale initiatives and campaign management.
Participate in community activities and organizations in order to enhance the Bank’s position in the community.
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, and EEO / AA / Fair Employment Practices.
Perform all other duties as assigned.
In person attendance required.
Regular, reliable and predictable attendance.
This position will be part-time; Monday-Friday, 5 : 00pm-9 : 00pm, 20 hours per week.

Minimum Educational & Experience Requirements :

High School diploma required; Associates degree or a minimum of two years of college preferred

Minimum of one year call center experience preferred

Minimum of two years operational experience in a financial services industry or equivalent work experience with a working knowledge of e-services (online banking, mobile banking, ATM processing and other electronic payment channels) preferred

Minimum Skill Requirements :

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

Bilingual ability preferred

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

Physical Demands

In terms of an 8-hour workday, “occasional” equals 1% to 33%, “frequent” equals 34% to 66% and “continuous” equals 67% to 100%. However, some duties are performed monthly, annually or sporadically throughout the year and are essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions of the position.

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

Work Environment

Office environment

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

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)

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