What are the responsibilities and job description for the Customer Care Center Representative position at State Savings Bank?
Job Description
Job Description
Description :
The Care Center / Online Banking Support Specialist (CC / OBSS) position is primarily responsible for answering telephone call inquiries and promoting State Savings Bank products and services, which will include afterhours support. This person is responsible for researching and resolving issues or concerns as they relate to State Savings Bank products and services to ensure customer satisfaction and retention. The CC / OBSS will perform various tasks including transferring funds, providing account balances / loan payoff amounts, password resets and troubleshooting basic online banking and bill pay questions. They are also responsible for building relationships with customers and coworkers by providing world-class service via email and telephone systems as well as displaying exceptional customer service encompassing the “Yes I Can” approach.
Requirements :
Experience & Education Requirements :
Retail Banking Experience preferred
Proven organizational and customer service skills
Good interpersonal, communication & computer skills
Primary Responsibilities :
Performs customer service by answering telephone calls concerning customer account information, inquiries, problems, concerns, transferring funds, adding accounts, placing stop payments, quoting pay-offs and answering general questions.
Performs the functions necessary to complete customer requests such as preparing documents, researching problems, processing check orders, changing addresses, transferring funds, placing stop payments and contacting other areas when necessary for further information.
Provide customer service support for the electronic delivery channels to include online banking, bill payment and mobile banking.
Provides information on accounts, services, hours, locations, rates and policies of the Bank.
Explains and promotes bank products and services
Provides customers support through telephone and secure message channel including resolving issues to retail and electronic banking activities
Discovers customer needs through conversations, questions and review of their accounts
Provides assistance and training to branch personnel regarding electronic banking procedures
Maintains knowledge of retail banking policies and procedures. Attends seminars regarding banking industry activities
Executes outgoing communication efforts for the bank via telephone, email, and / or regular mail
Works with vendors and outside service providers to ensure operational performance standards are maintained
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