Client Care Representative

Client Care Representative

Celebrating over 100 years in the community, Citizens Trust Bank remains committed to providing personalized service and financial solutions to meet the growing needs of our customers.

We are committed to our institution's values of Integrity, Collaboration, Innovation, Service Excellence, Respect, Accountability, and Leadership, all of which are needed to continue our mission of empowering generations for financial success.

By joining our team, you can expect opportunities to enhance personal accomplishments and professional growth.

Position Summary:

• Uses standard script and procedures when answering incoming calls
• Responds to telephone calls, emails, and Contact US posts from customers/non customers by answering their questions about banking solutions in a timely and efficient manner
• Answers multi-line phones with a smile and courteous voice
• Provides a high level of responsiveness to customer inquiries in regards to their accounts
• Provides merchant verifications
• Processes and sends confirmations on stop payment requests; processes verifications of deposits
• Stays abreast of processes and procedures related to electronic banking solutions and assists customers with concerns related to those products
• Assists customers with Online Banking Enrollment and resets password
• Assists customers with account maintenance to include address, telephone, and email addresses
• Processes Online Banking enrollment verification letters
• Assists customers with installing Mobile CTB App and processes mobile deposit capture enrollment requests
• Distributes Online Commercial Account applications
• Processes ATM and Debit card activations, Pin numbers and restricted cards request; increases Debit card limit increases and International travel requests
• Blocks loss, stolen or compromised ATM and Debit cards; orders new and replacement debit cards
• Closes accounts with zero balance
• Performs Opts In and Opt Out of Overdraft Privilege on customers' accounts
• Prepares correspondence, documents, and reports
• Maintains and handles all confidential matters and information
• Adheres to all policies, procedures, expectations, laws, and regulations
• Uses good judgment and makes sound decisions
• Delivers excellent quality customer service consistently and adheres to department response turn around standards
• Exceeds all established position's goals, objectives, and expectations
• Leads initiatives, adds value, supports the Bank's vision, mission, core values, business principles, goals, and objectives
• Participates in Bank community related events and activities
• Demonstrates consistent professional appearance, behavior, image, ethics, integrity, and represents the CTB Brand
• Performs 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 are essential
• Proficient in using advanced Microsoft Office (Excel, Word, PowerPoint, etc.); 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 must be adaptable to change
• Excellent quality customer service and telephone skills with the ability to establish good business relationships.
• Must be able to maintain positive composure and consistently demonstrate professional appearance, demeanor, image, and represents the CTB Brand
• Ability to use good judgment, makes sound business decisions, comprehend, and follows directions and instructions
• Ability to produce accurate and organized work with minimum supervision
• Ability to effectively handle and maintain confidential matters and information
• Up to date understanding of industry trends and developments
• Must be a self-starter who is self-motivated with the ability to produce quality results, meet all established goals, objectives, and expectations; ability to comply with all bank policies, procedures, regulations, and laws
• Ambitious with a strong work ethic, positive behavior, ability to work both independently and as a 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
• Must be a team player, flexible, resourceful, and energetic with a competitive and winning spirt
• 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 initiatives

Citizens Trust Bank is committed to investing in our employees, cultivating a rewarding professional team and results-oriented work environment that is based on respect, accountability, and high-quality performance. We offer competitive compensation and a comprehensive employee benefits package for our Full-time employees. Our benefits package includes the following:

• Medical
• Dental
• Vision and Prescription
• 401(k) Retirement Plan
• Life Insurance
• Accidental Death & Dismemberment
• 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 Assistant 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!

EEO/AA