Customer Care Center Representative ($18.00-$20.00hr)

Core Behavioral Values: Community, Engagement, Quality, Responsibility, Integrity. These values are based upon our culture and our commitment to the community and are critical to support the mission of the organization.

Job Summary:

The Customer Call Center Representative is responsible for providing professional, knowledgeable, courteous, friendly, and efficient service to customers calling into the Call Center. This position consistently utilizes their knowledge of the Bank’s products, services and delivery platforms to address and resolve customer inquiries, as well as cross-sell the Bank’s products and services through recognizing what’s right for the customer. The Call Center Rep works closely with team members and other Bank departments to create a positive team-building atmosphere.

Essential Functions:

  • Demonstrate professional, courteous, and accurate service to Customers via the phone and/or email through effectively addressing inquiries and servicing accounts, while always adhering to Quality Customer Service standards
  • Provide problem resolution to internal and external customers while recognizing when to escalate more difficult issues to the Call Center Manager
  • Proactively maintain a thorough working knowledge of bank products, services and delivery platforms to effectively address customer telephone and e-mail inquiries, as well as seek opportunities to cross sell products and services to drive additional satisfaction and Bank sales
  • Sustain a referral culture in all aspects of the position and interactions; directing and coordinating referrals to the applicable departments as appropriate.
  • Support the introduction and maintenance of new bank products and services.
  • Conduct account research as needed
  • Accurately process customer accounts that have been opened online, following up as necessary for required information
  • Proactively monitor, track and follow up on pending items, system updates, and internal communications to ensure complete customer satisfaction.
  • Maintains knowledge of and ensures compliance with Federal and State banking regulations and adheres to all Bank policies and procedures.
  • Backup for Deposit Operations and e banking (cross trained in various duties) Customer Call Center Lead as necessary.
  • Performs additional duties as requested


Success Competencies:

  • Customer Focus: Making customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships
  • Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
  • Quality and Work Standards: Setting high standards of performance for self and others, self-imposing standards of excellence rather than having standards imposed.
  • Teamwork and positive approach: Co-operates within the group and across groups. Supports group decisions and puts group goals ahead of own goals
  • Sales Ability/Persuasiveness: Using appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea from prospects and clients.

Minimum Requirements (education and experience):

  • High school diploma or equivalent with preferably one to three years of prior experience in branch banking.
  • Previous Call Center and Sales experience is highly recommended.
  • Excellent customer service skills; exhibiting superb communication (both written and verbal), professionalism, and organizational skills.
  • The ability to cross sell the bank’s products and services while assisting the customer.
  • Specific skills related to questioning and listening in order to maintain an effective line of communication on the telephone. Ability to use proper etiquette and apply methods of creating a positive rapport with callers or customers over the phone that provides positive results.
  • Proficient on navigating on the Internet and familiarity with browser software.
  • Strong computer skills and familiarity with various software programs.

Work Conditions:

  • General office/bank environment
  • Ability to type, read, write and possess computer and telephone skills
  • Able to sit or stand for extended periods of time.
  • Must be able to communicate effectively