Customer Care Banker Call Center (Bilingual English/Spanish Required)

Job Description

Job Description

POINTBANK

Promote, market, and facilitate the overall sale of products of the bank. Contribute to the bank’s growth by the effective sale of bank services to new and existing customers with emphasis on courteous and professional service.

FLSA STATUS

This position is classified as Non-Exempt under the FLSA.

OVERVIEW

The purpose of this position is to:

Answer all incoming calls from customers and employees to assist with requests.

Provide support to all other bank employees, including assisting the Operations Department and assist with other Operational duties, as directed by the Customer Care Manager or the EVP of Customer Experience.

ESSENTIAL JOB FUNCTIONS

Answer all incoming calls from customers and employees to provide assistance or transfer the call to the appropriate individual as needed.

Responsible for assisting all callers in all facets of banking, including, but not limited to balance inquiries, review of loan or deposit account histories, inquiries about procedures, inquiries about products and services, verifying we have current contact information (address, phone number, email address), training customers on the use of 24 hr. X-Press banking, online banking, bill pay, transfers of funds, card disputes and limit increases, issuing fee refunds when approved, processing return mail, fraud concerns and phishing/scams, etc. Customer Care Banker is expected to learn appropriate terminology and phrasing of responses to customer questions or concerns to best service the customer and promote the bank.

Responsible for sales, cross-sales and referrals of bank products and services to new and existing customers, and documentation of all referral activity in the CRM.

Responsible for inputting issues/complaints as Cases into CRM.

Assist as needed in contacting customers regarding compromised cards, fraud, phishing/scams, etc.

Educate callers regarding identity fraud, phishing scams, etc., and that the bank will not ask for confidential information via text, email, etc.

Provide support and assistance with other Operations duties, as directed by Management, including but not limited to, preparing notices for mailing, address changes, verifying documents and images, card production/stuffing/mailing, daily reports, etc.

Assist with training of new employees when needed.

Attend all meetings and complete all training required to ensure regulatory compliance.

Comply with all applicable Federal and State regulations and guidance associated with the performance of your job function.

Comply with all applicable BSA/AML/OFAC policies and procedures associated with the performance of your job function, including participation in required training and identifications of suspicious activity.

Responsible for making suggestions to improve branch/departmental operations and overall bank.

Perform other duties and assignments within the bank at Management’s request; accept any cross-training as directed by Management, works in other branches if needed.

EQUIPMENT USE, PHYSICAL & MENTAL DEMANDS, AND WORKING CONDITIONS

Frequency: (R) Rarely 0-15%; (O) Occasionally (16-45%); (F) Frequently (46-100%)

EQUIPMENT USE

Telephones-F

Copier/Fax Machine-F

Computer-F

PHYSICAL & MENTAL DEMANDS

Light to Medium work-Exerting up to 50 pounds of force occasionally, and/or up to 10 pounds of force frequently to lift, carry, push, pull or otherwise move objects, including the human body.

Stooping/Crouching-O

Standing/Walking-O

Sitting-F

Pushing/Pulling/Lifting -O

Fingering/Grasping-F

Repetitive Motions-F

Talking/Hearing-F

Reading/Writing-F

Close Visual Acuity-worker is required to perform such tasks as preparing and analyzing data and figures, transcribing, or viewing a computer terminal.

Interpreting Data-F

Problem Solving-F

Making Decisions-F

Organizing-F

WORKING CONDITIONS

Worker is subject to inside environmental conditions; protection from weather conditions but not necessarily from temperature changes-F

Worker is subject to outside environmental conditions when traveling to branches/departments, bank events or required bank meetings and training sessions -O

Worker is subject to local travel when traveling to branches/departments, bank events, or required bank meetings and training sessions -O

 

The above statements describe the general nature and level of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of the position. Employees holding this position will be required to perform any other job-related duties as requested by management. All requirements are subject to possible modification to reasonably accommodate individuals with a disability. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Recruiter at View phone number on us.fitly.work. PointBank is an Equal Opportunity Employer of minorities, women, veterans, and disabled.