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Customer Care Representative

2 months ago

Effingham, United States Dieterich Bank Full time
Job DescriptionJob Description

Objective:

The Customer Care Representative I is responsible for providing information and offering creative solutions to callers concerning all deposit products, loans, bank services, and online banking products and services. This service oriented role is responsible for providing exceptional customer service, accurate information, and prompt resolution of customer concerns via telephone and e-mail. The goal of this position is to retain and enhance existing customer relationships and to develop new ones.

Essential Duties:

  1. Provide exceptional customer service over the phone to customers.
  2. Provide exceptional written communication when responding to customer emails and electronic messages.
  3. Remain educated on all company products, services, and information systems.
  4. Apply the knowledge of the Bank's products and services by explaining to customers how to navigate them.
  5. Diffuse potential customer conflict and respond calmly and appropriately.
  6. Use the Bank's systems to appropriately retrieve and maintain account information to track and resolve problems.
  7. Be a team player and assist within and outside the department.
  8. Quickly identify a variety of solutions to meet customer needs.
  9. Follow up on any customer issues requiring additional research.
  10. Provide suggestions for improvement to the Customer Care Supervisor and/or Banking Services Manager.
  11. Perform administrative duties, reports, and special projects associated with Customer Care.

Secondary Duties:

  1. Other duties as assigned.

Knowledge, Skills, and Abilities:

  1. Must demonstrate our core values of Integrity, Value, Service Excellence, & Teamwork.
  2. Ability to maintain a high level of professionalism and accuracy in daily work
  3. Maintain confidentiality
  4. Ability to diffuse conflict quickly and efficiently
  5. Remain flexible with work hours and duties
  6. Demonstrate regular attendance and punctuality
  7. Problem-solving skills
  8. Detail oriented and organized
  9. Ability to work independently
  10. Ability to multitask and switch quickly from one activity to another
  11. Respond positively to feedback and redirection
  12. Proficient in Microsoft Office

Work Schedule:

This position requires 40 hours each week with work generally being completed between 8 a.m. and 5 p.m. Evening work occurs on an as-needed basis. Saturday rotation schedule depends on the staffing need.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee, with or without reasonable accommodation, to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear. Frequent sittings and use of hands and arms to reach, handle, and feel is necessary. Minimal standing and walking is required with the need for up to 10 pounds being lifted.

Education and Experience:

  1. High school diploma or equivalent
  2. 1+ year of experience in retail, office, bank, or customer service preferred

Work Environment:

This job operates in an office setting. This role routinely uses standard office equipment such as computers, phones, and photocopiers.



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