Customer Care Representative

Job TitleThis position consistently provides exceptional customer service in a timely and accurate manner resulting in customer satisfaction and retention. Provides direct assistance to customers by utilizing all methods of communication.Main Duties Of The JobMarket products and services to customers who contact the bank through the Contact Center using any method of communicationAnswers all incoming phone/electronic inquiries regarding Bank products and services professionally and enthusiastically in accordance with established policies and proceduresLogs incoming calls in Call Manager and Cisco FinesseResearch inquiries using all resources availableResolves customer concerns regarding account issues such as balance inquiries, checks, deposit status, stop payments, transfers, errors, statement questions, rate information, update contact information, name, email and address changes, loan questions, loan payoffs, loan payments, website, cancel/reorder Debit cards, order checks, process payments, file disputes, process consumer wires, etc.Quote CD rates and loan payoffsProvide payment service information for Pay my LoanResearch transactions on both debit cards and credit cardsProvides service and maintenance for debit card and credit card requestEncourages and offers assistance in the enrollment of Mobile and Internet Banking servicesAssists with Internet Banking and Mobile resets and issues for personal and business customersAssists with all digital channel accessKeeps Contact Center management informed of the "pulse" of our customers.Displays a genuine concern for resolving customer concernsHandles the customer through to completion and only routes the customer/inquiry to the appropriate department for further research/resolution when appropriate to do so using a warm transfer.Uses tact and skill to handle the customer requestPerforms other related duties as requiredWhat Will You Need To SucceedHigh School Diploma or equivalent requiredMinimum two years of previous experience in Contact Center or Customer ServicePrevious work experience in a financial institution preferred.Knowledge of telecommunications systemExceptional verbal, written, and interpersonal communication skillsExcellent analytical and problem-solving skills including ability to diagnose, resolve or escalate a critical situation.Excellent reading and comprehension skills including policies, procedures, regulations, instructions, correspondences and memos.Ability to quickly assess (by phone) the customer needs and make recommendations or provide information to the customer.The ability to speak listen to understand information and ideas presented through spoke works and sentences.Work Independently with no direct supervisionMust be able to work flexible hours that could range from (8:00 AM – 8:00PM) M-F; 8:00 AM -2:00PM, on a rotating Saturday work schedule.Home Bank is an equal opportunity employer. Good credit is a must. Credit report is required for employment.