JOB DESCRIPTION

Summary/Objective

To communicate effectively with customers via digital communication channels (chat or email), and to provide timely solutions to customer inquiries received via the Bank’s online banking system. To provide excellent customer service and respond to customer inquiries and requests for account information and product/service offerings.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answer customer service calls in a timely and professional manner.
• Ensure privacy of customer information by adhering to bank verification standards.
• Provide customers with accurate and precise information in response to requests.
• Transfer customers to the appropriate personnel within the bank in a professional manner.
• Diffuse challenging situations and determine whether manager input is needed.
• Provide technical support for electronic self-service bank products.
• Conduct research and follow-up on customer requests as needed.
• Sell and/or refer Bank’s products and services to customers and prospects.
• Stay informed about changes in policy, procedures and services in order to provide accurate information to customers.
• Efficiently manage phone, email, and online chat workflow.
• Provide timely support and solutions to customer inquiries received via the online messaging channel.
• Respond and reply to digital message inquiries in accordance with Bank and departmental guidelines.
• Must be able to work all department shifts.

Other Duties

• Complies with all policies and procedures as applied to the Bank's BSA/AML policy.
• Perform other duties as assigned.

Skills/Abilities

• Professional phone speaking skills.
• Excellent customer service skills.
• Excellent product knowledge.
• Proficient typing skills.
• Proficient in Excel, OneNote and Microsoft Word.
• Proficient communication across multiple channels (e.g., email, interpersonal, written and verbal).
• Must be able to work all department shifts.
• Must be able to work independently and as part of a team.

Education and Experience

• High school diploma or equivalent required.
• Two years sales & service experience required.
• Prior digital communication customer support experience preferred.
• One year banking/financial institution experience preferred.
• One to two years Call Center experience preferred.
• Bi-lingual (Spanish speaking) candidates encouraged to apply.

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Office environment with job duties conducted via telephone, face to face meetings, and on the computer.

Physical Demands

This position requires manual dexterity, the ability to lift files and opening cabinets. This position requires bending, stooping or standing as necessary.

Travel

Travel may be required for this position.

Hours of Operation

Monday through Friday: 8:00 a.m. – 6:00 p.m. & Saturdays: 8:00 a.m. – 2:00 p.m.

Please note: Must be available to work any time between the hours listed above. Typically the Client Care Representative works on alternating Saturdays. Employees who work on Saturday have a day off during the week. Contact Center hours are subject to change based on future needs. Position averages about 40 hours/week.

Equal Employment Opportunity/M/F/disability/protected veteran status

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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