Client Care Representative

Client Care Representative Lithonia, GA, US 30+ days ago Requisition ID: 1157 Citizens Trust Bank remains committed to providing personalized service and financial solutions to meet the growing needs of our customers. We are guided by our values of Integrity, Collaboration, Innovation, Service Excellence, Respect, Accountability, and Leadership to empower generations for financial success. Responsibilities Use standard script and procedures when answering incoming calls. Respond to telephone calls, emails, and Contact Us posts from customers and non‑customers by answering their questions about banking solutions in a timely and efficient manner. Answer multi‑line phones with a smile and courteous voice. Provide a high level of responsiveness to customer inquiries regarding their accounts. Process and send confirmations on stop‑payment requests; process verifications of deposits. Stay abreast of processes and procedures related to electronic banking solutions and assist customers with concerns related to those products. Assist customers with Online Banking enrollment and password resets. Assist customers with account maintenance to include address, telephone, and email addresses. Assist customers with installing Mobile CTB App and process mobile deposit capture enrollment requests. Distribute Online Commercial Account applications. Process ATM and Debit card activations, PIN numbers and restricted cards requests; increase debit card limits and handle international travel requests. Block loss, stolen or compromised ATM and Debit cards; order new and replacement debit cards. Close accounts with zero balance. Perform Opt‑in and Opt‑out of overdraft privilege on customers’ accounts. Prepare correspondence, documents, and reports. Maintain and handle all confidential matters and information. Adhere to all policies, procedures, expectations, laws, and regulations. Use good judgment and make sound decisions. Deliver excellent quality customer service consistently and adhere to department response turnaround standards. Exceed all established position’s goals, objectives, and expectations. Lead initiatives, add value, and support the bank’s vision, mission, core values, business principles, goals, and objectives. Participate in bank community related events and activities. Demonstrate consistent professional appearance, behavior, image, ethics, and integrity, representing the CTB brand. Perform other duties and responsibilities as assigned. Qualifications Minimum one year of call center experience in a banking environment (a plus). College experience (a plus). Good presentation, interpersonal relationship building, and organizational skills (essential). Proficiency in advanced Microsoft Office (Excel, Word, PowerPoint, etc.); experience with FISERV (a plus). Ability to facilitate effective meetings and training sessions. Excellent analytical, technical, problem‑resolution, project‑management, critical‑thinking, research, and negotiation skills. Ability to work in a fast‑paced, high‑volume environment and adapt to change. Excellent quality customer service and telephone skills with the ability to establish good business relationships. Maintain positive composure and consistently demonstrate professional appearance, demeanor, and image, representing the CTB brand. Use good judgment, make sound business decisions, comprehend, and follow directions and instructions. Produce accurate and organized work with minimum supervision. Effectively handle and maintain confidential matters and information. Up‑to‑date understanding of industry trends and developments. Self‑starter, self‑motivated, and able to produce quality results, meet all established goals, objectives, and expectations; comply with all bank policies, procedures, regulations, and laws. Ambitious with a strong work ethic, positive behavior, and ability to work independently and as part of a team in a collaborative environment; detailed‑oriented with excellent time‑management and planning skills. Excellent communication skills with the ability to communicate clearly, concisely, tactfully, and effectively. Exceptional creativity with the ability to prioritize work to meet deadlines. Team player, flexible, resourceful, and energetic with a competitive and winning spirit. Demonstrated ability to maintain composure and always convey a positive and professional image. Ability to work through situations and find win‑win solutions. Assertive and demonstrates initiative. Benefits Medical, Dental, Vision, and Prescription 401(k) Retirement Plan Life Insurance Short & Long Term Disability Flexible Spending Account Paid Time Off, Vacation, and Holiday Pay Tuition Reimbursement Employer Assisted Housing Program Wholesale Membership Program Fitness & Wellness Program Employee Assistance Referral Services (EAP) Legal Shield Program Group Cancer & Accident Insurance Programs Worker’s Compensation Programs Awards and Recognition Programs Training & Development Programs and much more! #J-18808-Ljbffr