Customer Care Agent

About the Role Provides outstanding customer service to individuals contacting the Bank, by phone, chat or online, by resolving issues, providing information, and looking for opportunities to strengthen the customer relationship through suggesting Bank products and services. Resolves customer problems such as account updates, debit card issues, product questions, account overdrafts, electronic disputes, online/mobile banking issues and service charge questions. Performs a variety of transactions and maintenance on the customer’s behalf such as funds transfers, stop payments, debit card increases, address changes and check orders. Suggests appropriate products and services to existing and prospective customers and cross‑sells other bank services such as Visa Credit Cards. Assists customers with fraud intake and support. Performs general tasks and completes routine assignments, receives assistance in the completion of more complex assignments. Works under moderate supervision with some latitude for independent judgment. Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities – knowledge may be gained through coursework and on‑the‑job training. Keeps up to date on regulation changes. Follows all Bank policies and procedures, compliance regulations, and completes all required annual or job‑specific training. Maintains a working knowledge of Bank’s written policies and procedures regarding the Bank Secrecy Act, Regulation CC, Regulation E, Bank Security, and other regulations as applicable to this job description. May be asked to coach, mentor, or train others and teach coursework as a subject matter expert. Actively learns, demonstrates, and fosters the Columbia corporate culture in all actions and words. Takes personal initiative and is a positive example for others to emulate. Embraces our vision to become the “Business Bank of Choice.” May perform other duties as assigned. About You H.S. Diploma/GED (preferred) Bachelor’s Degree (preferred) Less than 2 years of customer service experience within a call center environment (Preferred) Intermediate reading, writing, and arithmetic skills. Strong verbal communication skills. Requires the ability to multi‑task and work with over 25 software applications. Requires intermediate computer skills, including MS Office and banking software. Learns Bank’s processes and procedures for a variety of bank operation functions and selling Bank products and services through on‑the‑job cross‑training activities and formalized training classes. Pay The pay range for this role is $20.00 to $22.00. The pay rate for the selected candidate is dependent upon a variety of non‑discriminatory factors including, but not limited to, job‑related knowledge, skills, and experience, education, and geographic location. The role may be eligible for performance‑based incentive compensation, and those details will be provided during the recruitment process. Benefits We are proud to offer a competitive total rewards package including base wages and comprehensive benefits. We offer eligible associates comprehensive healthcare coverage (medical, dental, and vision plans), a 401(k)‑retirement savings plan with employer match for qualifying associate contributions, an employee assistance program, life insurance, disability insurance, tuition assistance, mental health resources, identity theft protection, legal support, auto and home insurance, pet insurance, access to an online discount marketplace, and paid vacation, sick days, volunteer days, and holidays. Benefit eligibility begins the first day of the month following the date of hire for associates who are regularly scheduled to work at least thirty hours weekly. Commitment to Diversity Columbia Bank is an equal opportunity and affirmative action employer committed to employing, engaging, and developing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other applicable protected status or characteristics. If you require an accommodation to complete the application or interview(s), please let us know by email: View email address on click.appcast.io. #J-18808-Ljbffr