Customer Care Representative Float

The Farmers Bank is locally owned and operated with ten full-service financial centers located in Central Indiana providing retail, business, trust and asset management, investment, mortgage and electronic banking services. With over 148 years of community banking expertise, we take pride in being an active part of the communities we serve. The Farmers Bank delivers on our commitment to serving our customers by ensuring we have the right people in the right seats here at the bank. We continue to expand our footprint, and in doing so, need talented employees to help us make that happen. Let’s Grow!

The Customer Care Representative role allows employees to fully execute on The Farmers Bank brand purpose: To Care, Educate & Serve to Inspire a better future for all. A Customer Care Representative can service a customer both at a teller window as well as at a customer service desk, depending on the needs of the customer in front of them. The primary role of a Customer Care Representative is to hold conversations with customers, understand their needs, and match financial solutions the bank offers to help the customer achieve Financial Well-Being, in a friendly, ethical, and efficient manner. Universal Bankers may process deposits and pay out funds in accordance with bank procedures; record all transactions accurately and balance each day's operations. Hours vary and include Saturdays.

Job Responsibilities

1. Customer Service and Sales.

2. Educate customers on solutions that meet their needs, including new accounts, services, and digital

3. Make complete recommendation to ensure Financial Well-Being of the customer (cross selling)

4. Engage customers by following up through onboarding or campaigns

5. Maintenance accounts by changing addresses and names; order checks and close accounts as needed.

6. Assist customers by answering financial questions, expose fraud, explain bank services and service charges

7. Open/Close Night Drop with dual control processes for various Night-Drop and mail.

8. Other Duties as Assigned.

Competencies Required

1. Competency #1: Customer Relations

• The degree which customer service and professional rapport is demonstrated in the day-to-day business environment. Such as being polite and attentive, or focused on the needs of the customer.

2. Competency #2: Attitude

• The degree to which one is positive, constructive, and supportive toward customers, employees, and the company. The level of enthusiasm and commitment demonstrated in job performance.

3. Competency #3: Accountability

• The degree which one is answerable and responsible for actions and performance either individually or on a team

4. Competency #4: Teamwork & Cooperation / Organization Relations

• The degree to which the employee works with peers and other internal departments to create a collaborative, cooperative, and productive working environment. The level of response to customer requests, both internally and externally. Anticipation and control of obstacles. The level of demonstrated team, sensitivity, support, and respect.

5. Competency #5: Attention to Detail

• The level at which tasks are performed carefully, accurately, and in accordance with specific instructions. Consistency of work quality and compliance with standards, requirements, and expectations. The tracking of numerical data and detailed organizational information, and the careful application of grammar, spelling, and punctuation rules.

6. Competency #6: Job Knowledge (Basic)

• The level of knowledge, skills and education required to perform job duties, and their application to job functions. Commitment to expanding knowledge, skills, and/or education.

7. Competency #7: Productivity

• The level of work output or efficiency as compared to a standard or compared to others. The ability to use time and resources well.