at Centennial Bank in Cabot, Arkansas, United States
Job Description
The Customer Care Center Associate receives and responds to customer inquiries by phone while maintaining tight control of customer identity and privacy. The Customer Care department complies with all legal and regulatory guidelines related to Call Center operation and specific customer transactions. The Customer Care Associate improves customer service by obtaining resolution to customer issues or concerns in a timely manner. The Customer Care Center Associate evaluates cross selling opportunities by referring customers to other departments within the bank.
GENERAL DESCRIPTION OF POSITION
The Customer Care Center Associate receives and responds to customer inquiries by phone while maintaining tight control of customer identity and privacy. The Customer Care department complies with all legal and regulatory guidelines related to Call Center operation and specific customer transactions. The Customer Care Associate improves customer service by obtaining resolution to customer issues or concerns in a timely manner. The Customer Care Center Associate evaluates cross selling opportunities by referring customers to other departments within the bank.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Answer incoming phone calls from customers regarding all types of Retail Accounts. This duty is performed daily, about 10% of the time.
2. Quote CD Rates, loan payoffs and resolve loan general questions. This duty is performed daily, about 5% of the time.
3. Maintain a thorough understanding of marketing promotions and bank products. This duty is performed daily, about 10% of the time.
4. Review complaints, issues or concerns and refer customers to other bank personnel. This duty is performed as needed, about 10% of the time.
5. Take information and perform maintenance on check orders, internet and telephone banking, ATM/debit cards. This duty is performed daily, about 10% of the time.
6. Review, research and process limited refund decisions. This duty is performed as needed, about 5% of the time.
7. Perform research on Bankway for customer inquiries. This duty is performed daily, about 5% of the time.
8. Identify cross selling opportunities through customer interactions. This duty is performed daily, about 5% of the time.
9. Verify and complete telephone transfer of funds and stop payment requests. This duty is performed daily, about 10% of the time.
10. File Debit Card, Zelle, Bill pay and ACH disputes. This duty is performed daily, about 5% of the time.
11. Request EBanking adds and updates. This duty is performed daily, about 5% of the time.
12. Request Debit Card Limit Increases. This duty is performed daily, about 5% of the time.
13. Research and assist with Bill Pay trouble shooting. This duty is performed daily, about 5% of the time.
14. Maintain a daily call log of each call taken. This duty is performed daily, about 5% of the time.
15. Adhere to assigned work schedule and remain flexible for shifts that include the hours of 7 am - 7 pm Monday - Friday and 8 am - 2 pm on Saturdays. This duty is performed daily, about 5% of the time.
16. Completes required BSA/AML training and other compliance training as assigned. This duty is performed quarterly.
17. The ability to work in a constant state of alertness and in a safe manner. This duty is performed daily.
18. Perform any other related duties as required or assigned.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
EDUCATION AND EXPERIENCE
High school or GED, plus specialized schooling and/or on the job education in a specific skill area; e.g. data processing, clerical/administrative, equipment operation, etc, plus 12 to 18 months related experience and/or training, or equivalent combination of education and experience.
ADDITIONAL INFORMATION
-1 year experience in Customer Service, Call Center experience preferred but not required.
-1 year experience using personal computers
-Experience using Microsoft Office products
-Proficient telephone skills
-Ability to sit for long periods
-Knowledge of bank products, policies/procedures is preferred, but not required.
