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Client Care Representative

3 months ago

Lebanon, Ohio, United States LCNB National Bank Full time
Position Description

Client Care Representative

Department:
Client Care Center

Location:
Brookville Branch or Operations Center (Lebanon, OH)

Status:
Full-Time Hourly Non-Exempt

Bank Operations Hours:
M-Th 8:15-5:05. Friday 8:15-6:05, Saturday 8:15-1:05

Position Purpose


Serves customers by determining needs and taking next steps to meet those needs; answering inquiries; resolving problems; fulfilling requests; maintaining database.

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.
Sells additional services by recognizing opportunities to up-sell accounts; explaining new features.
Maintains call center database by entering information accurately and efficiently.
Serves as a key resource and support for Branch Operations teams, in particular in relation to opening new accounts and account maintenance functions
Adheres to security and transaction processing by following established procedures; reporting malfunctions.
Ability to work two Saturdays a month
Skills/Competencies Strong verbal and written communication skills
Telephone skills
Listening Skills
Data Entry Skills (Microsoft Word, Microsoft Excel & Windows)
Internal and External Customer Focus
Accuracy and attention to detail
Professionalism
Ability to multi-task in an efficient and productive manner
Team player and People/Interpersonal Communication Skills
Problem solving skills
Education/Experience High School diploma or GED equivalent required.
Customer Service or Banking/Branch Operations experience (preferred)
Working Conditions Ability to work two Saturdays per month (required)
Must be able to remain in a stationary position 80% of the time
Occasionally move/traverse to access files and equipment
Constantly operates a computer and other office productivity machinery, such as a phone, calculator, copy machine, scanner and computer printer
Ability to think, reason and communicate clearly
The ability to observe and identify details at close range
Occasionally lift up to 10 lbs.

Incumbent must be able to perform the essential functions of the position with or without reasonable accommodations.