Customer Care Agent

Job Description

Job Description

Customer Care Agent - Call Center

Job Description:

We are seeking a dependable, customer-focused Customer Care Agent to provide prompt, professional support to customers by phone and email. This role assists customers with account-related questions, online banking support, product and service information, and routine account maintenance while helping ensure compliance with applicable banking policies, procedures, laws, and regulations.

The Customer Care Agent plays an important role in supporting the bank’s service culture and strategic goals. The successful candidate will build positive customer relationships, assist team members, participate in ongoing training, and represent the bank in a professional and helpful manner.

Duties and Responsibilities:

• Provide quality customer service by telephone and email to customers seeking assistance with existing accounts.
• Share information about bank products and services and refer sales or cross-sale opportunities to appropriate team members.
• Use available online records to answer customer questions accurately and efficiently.
• Process customer requests such as stop payments, check orders, online banking password resets, account linking or delinking, and other maintenance functions within defined authority.
• Communicate with branches, departments, account officers, and other team members to resolve customer service needs.
• Maintain working knowledge of bank products, services, rates, fees, policies, procedures, and applicable regulations.
• Participate in training, sales and service routines, and team support activities.

Minimum Qualifications:

• High school diploma or equivalent, comparable experience, or related specialized training preferred.
• Minimum of two years of banking experience preferred.
• Strong verbal, written, listening, customer service, and interpersonal communication skills.
• Ability to learn and explain bank products and services.
• Good decision-making, problem-solving, and multitasking skills.
• Excellent telephone etiquette and commitment to consistent service quality.

About PNB:

Peoples National Bank, a local community bank, serving our customers since 1909. We seek innovative caring, customer-service minded individuals who are looking for personal challenge and growth in position such as sales, technology, finance, administration and management. We are non-traditional thinkers who work hard and care about the people we serve while enjoying a family/team atmosphere.

We offer a generous benefits package, including:

• Competitive Salary
• Medical Dental and Vision Insurance
• Life and AD&D Insurance
• Long Term Disability
• AirEvac Membership
• AFLAC Policies
• Telemedicine
• 401k & Company Match
• Invest in Company Stock
• Discretionary Bonus

Peoples National Bank is an Equal Opportunity Employer.