The Customer Care Center Representative position is responsible for providing exceptional customer service in all aspects of the position. The primary responsibilities of the position will to be answer customer questions and provide support for customer balance inquires, account maintenance questions, Consumer Deposit Products, Internet Banking, Mobile Banking, Mobile Deposit, Bill Pay, Debit Card, Telephone/ Voice Response, and any future banking products. The incumbent will carry out these responsibilities while taking care to follow compliance guidelines (including but not limited to Regulation E, the Gramm-Leach-Bliley Act, and the Bank Secrecy Act) and completing required compliance testing. The incumbent is required to follow the Bank’s established policies and procedures relating to Information Technology and Customer Information Security, and is expected to be knowledgeable of and cross-sell all Bank products and services. The position requires regularly working with confidential Bank and customer information.
To perform this job successfully, an individual must be able to perform each of the following Essential Duties satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the Essential Duties of the position:
Provide exceptional customer service to both internal and external customers at all times while following the established customer service program. Go the extra mile to make sure your customers are satisfied.
Represent the Bank in a professional manner at all times while performing duties.
While working with confidential Bank and customer information, follow established policies and procedures and minimize risk to the Bank at all times. Maintain the privacy and confidentiality of customer information.
While working with confidential Bank and customer information, perform a wide variety of maintenance functions related to the areas of Internet and telephone banking, as well as activity resulting from ATM/Point of Sale (POS) processes.
While working with confidential Bank and customer information, provide direction, guidance, and support to inquiries originated by both internal and external customer requests. Promptly respond to all requests in a consistently professional and courteous manner. Support all levels of management requests.
While working with confidential Bank and customer information, demonstrate patience and a genuine desire to assist with inquiries from less experienced Bank staff or customers that need guidance on electronic banking service requests.
While working with confidential Bank and customer information, utilize the Core, EFT processing systems, or through other third-party vendors, the incumbent will operationally set up new customers for Internet, telephone, Debit Card, bill payment, or other consumer banking services.
While working with confidential Bank and customer information, ensure that monthly card reissues are completed timely and correctly with no negative impact on the customer. Order new ATM or Debit cards as needed, assist with other debit card maintenance as needed.
While working with confidential Bank and customer information, work with the Bank’s antifraud/debit card monitoring service to authenticate legitimate customer card transactions and recognize transactions indicating that a card may have been compromised as a result of fraud.
While working with confidential Bank and customer information, monitor and complete the appropriate procedures surrounding card activations, card reversals, and card denials. Evaluate force-posted-transaction reports and international cross border card activity fees, and take action on cards that have been mailed to customers, but have not been subsequently pinned or activated by the customer.
While working with confidential Bank and customer information, process and evaluate customer requests for higher transaction card limits according to established policy and procedures.
While working with confidential Bank and customer information, follow appropriate compliance guidelines and complete compliance testing as required.
Remain knowledgeable of all Bank products and services. Cross sell all Bank products and services. Work toward branch/Bank sales goals.
Works with Bank and customer confidential information while performing the essential duties enumerated above.
Able to work in a constant state of alertness and in a safe manner.
This job description and the enumerated Essential Duties are intended to provide general guidelines for job expectations and the employee’s ability to perform the position described. This is not intended to be an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned or assumed by the incumbent as necessary to fulfill the requirements of the position.
ENVIRONMENT AND PHYSICAL ACTIVITY
The incumbent in the course of performing the essential duties of this position spends time writing, keyboarding, speaking, listening, lifting, carrying, seeing (such as close, color and peripheral vision, depth perception, and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling, and reaching.
The incumbent for this position may operate any or all of the following: telephone, copy and fax machines, adding machine (calculator), scanner and image systems, credit card terminal, computer terminal, personal computer, printers, or other equipment as directed.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The incumbent in this position must be able to read and understand financial documents and instruments, perform detailed work, and utilize problem-solving skills. The incumbent must also display proficiency with customer contact, analytical reasoning, math, language, and verbal and written communication. The incumbent must also be able to manage stress, multiple concurrent tasks, and constant interruptions.
This position is designated as a safety sensitive position because it requires the regular handling of highly sensitive and confidential Bank and customer information. Performing this job in a discreet and professional manner requires alertness at all times. Any lapse of attention could have a significant financial impact on the Bank and its customers.
Familiar with the Bank’s Electronic Banking products and services.
Basic knowledge of related state and federal banking compliance regulations.
Interpersonal skills to work with a diverse group and to deal with the public in a professional and courteous manner.
Intermediate skills in computer terminal and personal computer operation, host computer system, Microsoft Windows operating system, Microsoft Office suite, mobile device system, and account opening software programs.
Basic math skills including but not limited to the following: the ability to calculate interest and balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals; and locate routine mathematical errors.
Effective verbal, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and communicate clearly with customers and employees.
Ability to work with general supervision while performing duties.
The position requires the incumbent to hold a current, non-suspended driver’s license and a personal motorized vehicle with appropriate insurance coverage as governed by Bank policy. The incumbent may be required to travel in their personal motorized vehicle between Bank and customer locations, or to training/conferences in the course of performing assigned duties and responsibilities. Such travel may include travel both during the day and overnight and in and out of state as required
Management reserves the right to change this job description at any time according to business needs. This document does not represent a contract of employment and is not meant to alter the at-will status of employee’s employment in any way. Chambers Bancshares, Inc. reserves the right to change this job description and/or assign tasks for the employee to perform, at any time, with or without notice, as it may deem appropriate.
REGULAR WORK HOURS: Monday–Thurs, 8:00 a.m. – 5:00 p.m.; Friday, 8:00 a.m. – 5:30 p.m.; occasional overtime work as directed.
These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner.
Associate’s degree (AA) or the equivalent from a college or university and at least one (1) year of related experience and/or training, or the equivalent combination of education and experience.
Work related experience should consist of a background in technology related to banking products.
Previous customer service experience preferred. One (1) year of customer service position experience in a specialized bank or other financial service industry, or the equivalent experience, is strongly preferred.