Customer Care Representative

Job Title

Scope of Work:

The incumbent is responsible for addressing customers' needs in the areas of problem resolution, product information, customer product/promotions, general bank information and customer routing through the bank and its subsidiaries via telephone and internet channels. This position will be responsible for the sales and service of all products of Kennebunk Savings Bank and its subsidiaries. The incumbent will be fully knowledgeable of the internet and be expected to handle incoming contacts from customers as well as customer communication initiatives.

Essential Functions (3):

• Problem Resolution: Provides exceptional customer service by handling routine customer issues/inquiries through effective problem resolution
• Product Knowledge: Maintains proficient knowledge of company products and services in order to communicate effectively with customers
• Cross Sales/Referrals: Provides support for bank-wide product and sales promotions. Responsible for recognizing, closing and referring sales opportunities. Supports Customer Care department goals through personal production

Other Duties & Responsibilities:

• Responsible for onboarding activities
• Promotes the Kennebunk Savings Brand by recommending our products and services, supporting our community focus & commitment to being a premier employer
• Understands, supports and adheres to applicable organizational policies/procedures and state/federal regulations
• Consistently emphasizes the importance of teamwork in the department and company at large
• Responsible for keeping abreast of company news and information
• Responsible for completing required training and policy review
• May serve on various committees
• Willingness to take on additional tasks and duties

Certifications & Licenses Required:

• Not applicable

Desired Knowledge, Skills & Abilities:

• Knowledge of basic internet functionality is preferred
• Displays high level of regard for trust and confidentiality
• Proficient in Microsoft Office Products
• Displays strong written and verbal communication skills
• Displays strong organization skills and the ability to multi-task to meet established deadlines
• Demonstrates a high level of accuracy and attention to detail
• Effectively uses analytical skills to solve technical, as well as, non-technical problems
• Prior knowledge of regulations within the financial services industry is preferred
• Ability to adapt to change

Desired Job Experience:

• 1+ year of related service experience is preferred
• Experience in a professional, service focused and fast-paced environment

Desired Education:

• High school or General Education Diploma

Working Conditions & Minimum Physical Requirements:

• Physical surroundings are generally pleasant and comfortable with minimal exposure to injury or other hazards
• Dexterity of hands and fingers to operate a computer and other office equipment
• Lifting and moving of moderately heavy objects on occasion
• Normally seated for extended periods of time

Kennebunk Savings operates on the shared belief that Helping One Another Is the Right Thing To Do. Our Core Values – Trust, Integrity, Proactive and Empathy provide the guide posts for how we support that belief. They guide our day to day actions – from the way we build relationships, to how we make decisions and problem solve, to how we interact with one another. Our Core Values form the foundation of our culture. Embodying them forms the basis of what makes for a successful employee at Kennebunk Savings.

External and internal applicants, as well as position incumbents who become disabled as defined under the Americans with Disabilities Act, or Maine/New Hampshire Human Rights Commissions, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.