Customer Care Call Center Agent

Job Objective:

The Customer Care Center Agent position is responsible for answering incoming phone calls promptly and in a calm and friendly manner, assist customers with questions regarding their depositing or loan accounts, troubleshoot online/mobile banking issues, provide live chat support for our digital banking, monitor our Fraud Anomaly Detection Service (FAD) for unusual activity on customer online banking accounts, process over-the-phone loan payments, research and collect documents pertaining to payments or deposit accounts, assist customers through our Interactive Teller Machines (ITMs) with deposits, payments, withdrawals, and check cashing, process returned mail by gathering updated customer information, raise and lower debit card withdrawal limits per customer request, update customer travel information, monitor and assist with debit card fraud monitoring and case handling, determining customer needs and choosing the course of action to best handle the situation in a timely manner.

Job Duties:

• Maintain a position of trust and responsibility by keeping all customer’s business confidential.
• Establish, maintain, and grow working relationships with partners.
• Continue to build and maintain world class service levels.
• Make decisions with well-developed interpersonal skills.
• Acquire, use, and maintain knowledge of all bank products including but not limited to deposit, loan, cash management, and other products.
• Must be self-motivated, self-confident with the ability to perform well in a relationship building environment, interact well with customers and team members in a professional manner.
• Follow operational standards regarding security, risk management, and compliance, interpret documents such as safety rules, account documents, operating and maintenance instructions, consumer loan documents and procedure manuals. Understand and use CSI’s Customer Resource Center (CRC).
• Define and offer solutions to resolve problems. Use their knowledge of the organization to identify helpful resources.
• Complete special projects as assigned.
• Complete required training for all bank and branch policies and procedures.
• Direct and assist customers in becoming proficient and comfortable with the bank’s Interactive Teller Machines (ITM) to help increase the overall usage of the ITM system (both through self-service and video tellers).
• Respond to customer concerns, resolve complaints with continuous follow-up and fulfilment of their needs and concerns.

Education, Experience and Job Skills:

A successful candidate will be an energetic, enthusiastic team player with excellent communication, problem solving, customer service, and cross-selling skills. This position requires strong conversational skills, and organizational skills.

• High school diploma or general education degree (GED).
• Prior job experience with customer contact is required.
• Flexible team player with excellent oral and written communication and customer service skills.
• Establish and maintain working relationships with partners at their location and Microsoft Teams and telephone.
• Pass background and credit standards.
• Learn and become proficient with computers, software, and core systems.
• Trustworthy and confidential behavior is essential in this role.

Basic Qualifications:

• Valid Driver’s license.
• Reliable transportation.