Customer Care Representatives provide varied problem resolution to the Customer Care and Call Center areas related to 24/7 banking programs. Responsibilities include set-up, maintenance, and reporting of new account enrollments and cancellations; and, researching and resolving customer account issues through liaising between customers, branches, and departments to ensure exceptional customer relations.
Researches and resolves escalated cases for lending, deposit, 24/7, and debit card areas.
Liaises between Client Connect Outreach and Bill Pay Customers.
Manages and updates account records (including address changes, new enrollments, and cancellations).
Monitors and communicates 24/7 updates to Call Center, Customer Care, and Electronic Banking departments.
Assists branches and collection department with lien releases, payoffs, account corrections, and Nautilus research.
Assists in other areas of the Call Center and Customer Care departments as needed.
EDUCATION and/or EXPERIENCE:
High school diploma or equivalent required. Requires at least two years of bank-related operational support experience and demonstrated effective customer service abilities. Must have demonstrated knowledge of financial concepts. Previous Teller and Consumer Loan experience preferred, strong emphasis in Lending. Availability to work flexible hours, including some Saturdays.