Customer Care Representative

Customer Care Representative

The Customer Care Representative is responsible for answering telephone call inquiries and promoting State Savings Bank products and services. This person will research and resolve issues or concerns as they relate to State Savings Bank products and services to ensure customer satisfaction and retention. The Customer Care Representative will perform various tasks including transferring funds, providing account balances, resetting passwords and troubleshooting basic online banking, mobile banking and bill pay questions. They will handle all customer interactions (external and internal) in a professional manner and build relationships using our "Yes, I can!" service approach through all channels of communication.

This is an in-person position in Traverse City, Michigan.

Qualifications

Retail Banking Experience preferred

Proven organizational and customer service skills

Good interpersonal, communication and computer skills

Professional writing skills

Intermediate level of Excel knowledge helpful, but not required

Key Responsibilities

Communicates professionally with customers via telephone, email, chat, and/or regular mail.

Performs customer service by answering telephone calls concerning customer account information, inquiries, problems, concerns, transferring funds, adding accounts, placing stop payments, and answering general questions.

Performs the functions necessary to complete customer requests such as preparing documents, researching problems, processing check orders, changing addresses, transferring funds, placing stop payments, and contacting other areas when necessary for further information.

Provides customer support for the electronic delivery channels to include online banking, bill payment and mobile banking.

Provides information on accounts, services, hours, locations, and policies of the Bank.

Explains and promotes bank products and services.

Provides customer support through telephone and secure message channel including resolving issues related to retail and electronic banking activities.

Discovers customer needs through conversations, questions, and review of their accounts.

Provides assistance and training to branch personnel regarding electronic banking procedures.

Maintains knowledge of retail banking policies and procedures.

Processes reports for manual and risk related tasks managed by Customer Care.

Assists manager with special projects as needed.

Some extended hours and Saturdays required.