Customer Care Representative II

**Customer Care Representative II**

at Old Second National Bank Westmore - Lombard **Who We Are**

At Old Second, we're celebrating our sesquicentennial this year That means we've been serving our customers in the Chicago Area for 150 years We're proud of that. In particular, we're proud of how we got here. For 150 years we have been a local community bank serving the banking needs of our neighbors. With great employees we've grown from a single location in the back of a general store to 30 locations and over $3 billion dollars in assets. Recently, we've been voted a Forbes Best-In-State Bank for Illinois by our customers. Be a part of something big as we continue our growth story together

* Responds to all telephone calls in a professional, courteous manner that presents the proper image of the bank and meets the service and procedure standards established for the Call Center.

* Maintains current knowledge of bank deposit, loan products, and services.

* Assists customers with their bank related questions, problems, and concerns while following the banks policies and procedures. Processes necessary follow-up correspondence, transactions, and maintenance. Communicates customer comments, issues, requests, and/or needs to the appropriate department.

* Actively cross-sells additional bank products to customers.

* Participates in training and coaching sessions to meet service standards and sales goals.

* Responsible for maintaining bank knowledge and adhering to all bank policies and procedures, within the scope of their job, to ensure compliance and audit adherence.

* Accepts, verifies, and processes Visa card blocks and/or documentation regarding lost or stolen cards as requested by customers or branch personnel.

* Accepts, verifies, and processes Visa account reactivation and replacement cards. Accepts and prepares customers Visa disputes and appropriate documentation for logging customer information.

* Responds to inquiries from customers and/or branch personnel relative to account balances or card increases.

* Authorizes reversal of customer fees up to $50.

* All other reasonable duties as assigned.

**Summary:** Provides excellent customer service to customers via telephone while adhering to bank policies and procedures. Actively suggests additional bank products to customers.

**Essential Functions:**

*Reasonable accommodations may be made to enable individuals with disabilities to perform the following essential functions.*

**Additional Duties and Responsibilities for Customer Care Representative II:**

* Researches and resolves complex and non-routine transaction problems and notifies customers and branch personnel of actions taken. May provide immediate coaching and/or feedback to other Customer Care Representatives to assist in resolving complex and sensitive situations.

* Handles more sensitive/skilled work within department.

* Authorizes reversal of customer fees up to $100.00.

* Provides guidance to new call center representatives.

* May plan and/or conduct training for other employees within the department.

* Reviews account maintenance changes to ensure adherence to policy and procedures

**Required Education and Experience:**

* Strong computer skills. Proficiency in Microsoft Office Suite;

* Strong verbal and written communication skills;

* 1 year call center and/or customer service experience in the financial service industry.

* May be subject to SAFE Act Registration Requirements.

* High school diploma or equivalent.

Thanks for considering Old Second

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**Voluntary Self-Identification of Disability**

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labors Office of Federal Contract Compliance Programs (OFCCP) website at .

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