Client / Customer Care Rep

Client Care Representative LCNB National Bank is seeking a Client Care Representative to join our Client Care Center. This position's primary responsibility is to provide superior quality service to our customers over the phone and via back-office maintenance by determining needs and taking next steps to meet those needs; answering inquiries; resolving problems; fulfilling requests; and maintaining databases. This position requires the ability to work in a fast-paced environment while effectively multi-tasking.

Essential Duties and Responsibilities:

Professionally engages with customers/clients to identify their needs

Answers inquiries by clarifying desired information; researching, locating, and providing information.

Resolves problems by identifying and clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.

Fulfills requests by clarifying desired information; completing transactions; forwarding requests.

Promotes additional products and services by recognizing opportunities and explaining new features. Identify referral opportunities and make relevant qualified referrals.

Maintains call center database by entering information accurately and efficiently.

Serves as a key resource and support for Branch Operations teams, in relation to opening new accounts and account maintenance functions.

Adheres to security and transaction processing by following established procedures, reporting malfunctions.

Completes back-office tasks including but not limited to verifications of deposits, maintenance of accounts, pulling and verifying reporting, etc.

Comprehend, retain and apply information as necessary to perform duties and responsibilities effectively

Additional duties as assigned

Required Competencies:

1+ years of customer service experience demonstrated through one or a combination of the following: work experience, training, military experience, education.

High School diploma or GED equivalent

Desired Competencies/Skills:

Bilingual Spanish speaking preferred

Banking/Branch Operations experience preferred

Excellent written and verbal communication skills

Strong telephone etiquette

Ability to listen to understand

Ability to utilize Microsoft Office Suites and successfully navigate web-based platforms and internal operating systems

Ability to interact professionally with internal and external clients

Outstanding customer service and interpersonal skills

Outstanding organization, time management and prioritization skills to meet deadlines in a fast-paced environment

Ability to manage multiple tasks with accuracy and prioritize accurately with attention to detail

Ability to work in a team environment

Ability to exercise good judgment and effectively problem-solve

Ability to think, reason and communicate clearly

Ability to observe and identify details at close range

Working Conditions:

Ability to remain in a stationary position up to 75% of time

Ability to lift and carry up to 20 lbs.

Ability to work two Saturdays a month

Occasionally move/traverse to access files and equipment

Constantly operates a computer and other office equipment

Compliance Statement:

The associate is responsible for meeting all compliance requirements imposed on LCNB National Bank by State and Federal law and regulations, as well as all related LCNB National Bank policies and procedures. Incumbent must be able to perform the essential functions of the position with or without reasonable accommodation. Equal Opportunity Employer/Disability/Veterans.