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Customer Care Center Advisor

3 months ago

Ashland, United States Sonabank Full time

** Customer Care Center Advisor**

**Job Category****:** Retail Ops. **Requisition Number****:** CUSTO01879 Showing 1 location **Job Details**

**Description**

**Position Description** This position is responsible for providing day-to-day quality service by phone, chat, e-services, or written communication to all bank customers in an efficient and professional manner. In addition, this position researches and resolves customer requests, and answers customer account inquiries with regard to transactional information and processes. **Position Accountabilities** Field inbound customer calls, written customer requests or e-service customer messages through multiple means, answering questions, providing an outstanding customer experience, and managing customer concerns through one touch resolution. Field inbound customer chats in both an authenticated environment (behind the pin) and un-authenticated environment (in front of the pin); answering questions and bringing problems to an expedited resolution that meets customer expectations. Process requests and notify customers of approval or denial via telephone or other e-service communication channels. Follow-up with customers relating to specific campaigns or direct mail marketing activities. Perform quality control reporting and tracking to monitor service levels and customer trends. Facilitate or assist with online account opening applications or exceptions. Proven sales ability, including knowledge of all affiliate/subsidiary produces and services. Support corporate communications inbound service calls. Create, analyze and provide management performance and statistical reports for trending customer data. Monitor individual, team and department results to identify trends that would affect service quality, revenue goals, performance targets and customer delivery. Assist with cross sale initiatives and campaign management. Participate in community activities and organizations in order to enhance the Banks position in the community. Perform other such duties as assigned. Maintain compliance with and adhere to all state and federal regulations and bank policies and procedures, including, but not limited to Bank Secrecy Act, FACT ACT, Community Reinvestment Act, and EEO/AA/Fair Employment Practices. **Organizational Relationship** This position reports to the Customer Care Operations Manager. **Position Qualifications** ***Education & Experience*** High School graduate or equivalent required; Associates degree or a minimum of two years of college preferred Minimum of one year call center experience preferred or two years operational experience in a financial services industry or equivalent work experience with a working knowledge of e-services (online banking, mobile banking, ATM processing and other electronic payment channels) ***Knowledge & Skills*** Ability to work independently with minimal supervision Superior interpersonal skills. Must be able to effectively communicate with management, bank employees, bank clients, and outside vendors Knowledge of the banking environment, computer hardware, software applications, networks, and operating systems Ability to make sound recommendations to management Excellent organizational and time management skills Excellent computer skills in current computer technology Bilingual ability preferred Ability to effectively multi-task, work under pressure, and to meet tight deadlines Excellent written and oral communication skills Excellent computer skills relevant to Microsoft Office Suites (i.e. Word, Excel, Outlook) Must be willing to work a combination of early morning, late night, and weekend shifts. Rotating schedule subject to change, flexibility and dependability required **Qualifications**

**Skills**

**Behaviors**

**:**

**Motivations**

**:**

**Education**

**Required**

High School or better.

**Preferred**

Associates or better.

**Experience**

**Preferred**

**1 year:** Call center experience

**2 years:** Operational experience in a financial services industry

Experience with e-services (Online Banking, Mobile Banking, ATM processing and other electronic payment channels)

**Licenses & Certifications**

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)