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Customer Care Representative

4 months ago

Milford, United States Savings Bank of Danbury Full time

Title **Customer Care Representative**

About the Organization We are people serving people. Established in 1849, Savings Bank of Danbury is a full-service community bank rooted in history and positioned for the future. We provide a full array of deposit, savings, and lending services for individuals and businesses. Through modern banking technology, our customers can access to their accounts and manage their money anytime, on the go. We are committed to employing highly-motivated people who value customer care, professionalism, and team success. Position Customer Care Representative Description **Position Overview**

Savings Bank of Danbury is recruiting for its newly created Customer Care Center. The successful candidate must possess the desire and ability to adapt and learn as we take a phased in approach to expand call center capabilities. The Care Center will evolve from initially responding to customer inquiries and providing solutions to making outbound calls, proving customer assistance via our Interactive Teller Machines (ITM) and more. The ability to communicate clearly (over the phone, e-mail, text, and chat) is critical in this customer care role.

**Responsibilities**

* Respond to customer inquiries by responding to calls related to account information, service-related questions, product information, and establishing new accounts within established guidelines. Conduct outbound calls to customers and prospects as directed.

* Identify opportunities to deepen customer relationships by recommending appropriate financial solutions independently and in conjunction with our SBD product specialists for mortgage and commercial lending, business development, and financial planning.

* Assist customers with mobile and on-line banking issues addressing the immediate need and helping to educate with electronic features and benefits the customer may not be aware of creating a better customer experience.

* Achieve Customer Care Center goals including, adhering to schedule, average call time, and cross-sale goals. Actively seek feedback on product information and self-development to achieve individual goals.

* Actively contribute by identifying improvements in workflow, sharing best practices with teammates, and providing suggestions to management to based on opportunities identified.

* Become proficient in the use of all required systems and applications that are used in the Customer Care Center.

* The Customer Care Center Representative will receive and handle inbound and outbound customer calls, and multi-channel interactions (Telephone E-Mail Chat ITM - CRM).

* Adhere to all bank policies, procedures, and regulatory requirements. Participate in all required training and development including, but not limited to, Bank Secrecy Act training (BSA) and demonstrate attained knowledge.

* Participate in community and organizational activities including, company town hall events, projects in strategic initiatives when the opportunity arises with a positive can-do attitude.

* Be respectful and supportive of teammates creating a positive work environment consistent with Savings Bank of Danbury core values.

* Perform additional duties and special projects as assigned.

Position Requirements **Qualifications**

* High School Diploma, General Education Development (GED) certificate.

* Minimum of 2 years banking experience.

* Prior call center experience preferred.

* Bi-lingual (Portuguese / Spanish) preferred.

* FISERV Insight experience preferred. Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee:

Is regularly required to operate a computer and other office equipment such as, a copy machine, calculator, phone and computer printer.

Must be able to remain in a standing/stationary position for 80% of the time.

Is required to have close visual acuity to perform an activity such as, viewing a computer terminal and determine the accuracy, neatness and thoroughness of work assigned to self.

Is required to express or exchange ideas by means of the spoken word to convey detailed spoken instructions to other employees accurately.

Must be able to receive detailed information through oral communication.

The noise level in the work environment is usually low to moderate.

Position is considered sedentary and may require employee to lift up to 5 pounds.