Customer Care Center Agent

DEPARTMENT: Deposit Administration

REPORTS TO: Deposit Administration Officer

SUPERVISES: None

FLSA: Non – Exempt STATUS: Full Time

EEO Classification: 5 Administrative Support Workers

JOB GRADE: F

HOURS: Regular full-time 40 hours.

SUMMARY: Responds to a variety of customer inquiries via telephone and mobile messaging while meeting customer service quality and production standards. Performs research to resolve issues, educate clients, and promotes products and services. Recognizes selling and referral opportunities and offers new products, services, and solutions to meet customers' needs as appropriate. Meets the needs of customers by becoming familiar with all bank products and services, in order to assist and refer them to appropriate departments for additional sales opportunities. Proficient in navigating multiple online computer applications with technical proficiency. Provides consistent, courteous, professional, accurate, timely, knowledgeable, and patient service to the customer while performing duties within the realm of banking regulations which protects the customer and the bank.

EDUCATION & EXPERIENCE:

High school diploma or equivalent.
Minimum one (1) year banking experience preferred.
Experience with Jack Henry core banking system preferred.
Attends and completes Field & Main University courses.
Prior Customer Service experience.
Knowledgeable in a variety of bank products and services.
Excellent sales, interpersonal communication, organizational skills, and computer skills.
Above average computer and keyboard skills.
Strong interpersonal and customer service skills.
Ability to work independently and in a team environment.
Ability to work in an open office environment with interruptions.
Proven problem-solving skills.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Prioritizes and makes on-the-spot decisions regarding customer transactions, weighing customer satisfaction issues with bank's exposure to loss or fraud.
Responds to inquiries from internal and external customers.
Has meaningful conversations to identify customer needs and offers new opportunities by cross-selling and/or referring appropriate business lines to deepen customer relationships.
Proficient in a wide variety of bank products and services.
Processes electronic transactions; deposits, withdrawals, safe deposit box payments, credit card payments, etc.
Identifies and corrects discrepancies found in customer information files (CIF).
Scans and indexes all necessary documents in Synergy.
Researches transactions in 4sight image repository.
Processes online banking applications.
Performs maintenance at CIF and account level.

Customer Experience

Assists employees from other departments with customer inquiries.
Responds to inquiries and assists with debit cards, online banking, bill pay, telephone banking, mobile check deposit, and all other electronic banking products and services in compliance with all financial institution regulations.
Resolves problems through diagnoses and discussion with other team members and the user. Then takes necessary steps to research, isolate, and resolve the issue.
Manages difficult customer situations and follows through with resolutions to ensure customer satisfaction.
Proficient in bank's software used to print instant issue debit cards.
Interacts with customers using chat feature to answer questions and provide solutions in a professional manner.
Knowledgeable of and explains products and services offered by the bank (Retail, Loan, Trust, Insurance) in order to, either assist with needs or refer customers to the proper department for issues that cannot be resolved in the digital customer care center.
Checks and responds to the message center, including global mailbox and online banking.
Assists customers in completing opening of new on-line accounts and loan applications.

Sales

Explains, promotes, and enrolls customers in self-service products, including touchtone banking, debit cards, online banking, bill pay, and mobile banking.
Cross-sells bank products and services.
Progressively learns all electronic services offered by the bank.
Proactively prospects for new business. Actively refers loans, trust, insurance, and brokerage services to appropriate financial institution specialists.
Has meaningful conversations to identify customer needs and offers new opportunities by cross-selling or referring to appropriate business lines to deepen customer relationships.

Other

Participates in sales, service, and product training meetings.
Knowledge of various federal regulations including Bank Secrecy Act, Community Reinvestment Act, Americans with Disabilities Act, Right to Financial Privacy Act, Gramm-Leach-Bliley Act, Regulation E and teller roles and responsibilities relating to each act.
Knowledgeable in all aspects of fraud prevention and detection regarding all electronic services provided by the bank.
Opens and closes the banking center by following established security procedures.
Lives and represents the Field & Main culture and brand.
Performs related duties as assigned by supervisor .
Perform other duties as assigned.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Functions as a contingency in Deposit Operations during periods of reduced staffing.

COMPETENCIES: To be successful in this position, an individual should possess and demonstrate the following competencies to perform the essential functions of this position.

Computer Skills – Strong working knowledge of computer functions. Proficient in keyboarding. Ability to learn new technical skills and commitment to pursuing continuing education opportunities to advance technical skills.
Initiative - Ability to determine a correct course of action based on knowledge, policies, and sound judgment. Takes proactive steps to accomplish task without specific direction. Seeks out and takes responsibility for additional work assessments. Seeks out new learning opportunities. Keeps supervisor informed on status of incomplete tasks. Ability to consistently make correct decisions based on sound judgment, job knowledge, job experience and job training. Willingness to take responsibility for decisions. Keeps supervisor informed of decision and reason and base for the decision.
Follow-Up - Completes assignments and tasks willingly, promptly, and efficiently. Responds with a sense of urgency to requests from customers, co-workers and /or supervisor. Keeps supervisor informed of status of completed tasks.
Communication Skills - Relates positively to customers, co-workers, and supervisors. Consistently keeps supervisor informed. Consistently demonstrates appropriate use language expected in a professional work environment. Considerate and respectful of customers, co-workers, and supervisors by tone, volume and mannerism used in communicating. Expresses thoughts clearly and proficiently in written and oral form. Maintains confidentially in all bank and customer related manners.
Interpersonal Relationship Skills - Works well with co-workers conveying thoughts and actions in a positive manner. Supports, accepts, and understands management and company directives and works to help achieve individual, departmental and company objectives and goals with positive behavior. Consistently displays a willingness to cooperate. Receptive to suggestions for improvement. Strong sense of business propriety and decorum. Interacts and communicates with individuals at all levels of the organization. Dependable, consistently at work and on time, follows instructions, responds to management directions, and solicits feedback to improve performance
Time Management - Ability to consistently display a sense of urgency in completing tasks and servicing customer's needs. Ability to maintain accuracy and quality of work as quantity of work increases. Individual organizes, prioritizes, and plans work activities and use of time efficiently. Effectively prioritizes duties and develops a system that triggers action in own workflow. Possess ability to realize urgent nature of tasks assigned. Effectively uses the proper resources to maintain an organized, neat, and efficient work environment necessary for completion of duties in a timely manner. Demonstrates accuracy and thoroughness and monitors own work to ensure quality and quantity of work. Takes time to verify work and promptly correct errors. Maintains all the required and appropriate records necessary in the job.
Adherence to Policies & Procedures - Understands the importance of adherence to bank policies in job related functions, employee, and banking issues. Maintains confidentiality of employee, customer, and bank information within and outside of the company. Actions and behaviors reflect positively on the company. Maintains highest level of honesty in handling customer, employee, and bank information.

ADA REQUIREMENTS : Work is performed in an open office setting; one must be able to concentrate and perform work in an area that will likely result in the interruptions of one's duties. Ability to stand for long periods of time. May be required to lift items weighing up to 25-70 lbs.

This job description may not be all-inclusive. Employees are expected to perform other duties as assigned or directed by management. Job descriptions and duties may be modified when deemed appropriate by management.

REV. 08/09/2023 SR EOE/ Minorities/Women/Vets/Disabled

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