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Client Support Specialist
2 months ago
Position Title: Customer Care Agent
Job Category: Call Center
Job Details:
Overview:
The Customer Care Agent plays a crucial role in addressing and resolving customer inquiries through various communication channels, including phone and digital platforms, while adhering to the Bank's compliance protocols. Inquiries may involve account details, general queries, and technical assistance for digital banking services. Responsibilities include processing transfers, managing loan payments, handling stop payment requests, fulfilling statement requests, processing check orders, and promoting bank products.
Qualifications:
To be considered for this position, candidates must meet the following criteria:
- High school diploma or GED
- A minimum of two years of experience in customer service or call center environments
- Flexibility to work varied shifts to meet departmental operational hours
Essential Skills:
Successful candidates will demonstrate the following competencies:
- Strong listening skills to accurately identify customer needs and make prompt decisions
- Comprehensive knowledge of banking functions and the ability to locate information as required
- Capability to manage multiple tasks and shift focus quickly without stress
- Self-motivated and capable of working independently with minimal supervision
- Proficient in computer skills, particularly with Microsoft Office applications
Key Responsibilities:
The following duties are integral to this role:
- Respond to incoming inquiries via phone or digital channels
- Provide effective resolutions to customer concerns and technical issues
- Engage in selling and cross-selling bank products
- Represent new promotions and product launches
- Identify opportunities for sales and customer retention based on individual needs
- Conduct research as necessary
- Ensure compliance with all relevant regulations and bank policies, including the Bank Secrecy Act
Team Dynamics:
A Customer Care Agent must thrive in a dynamic environment, showcasing exceptional time management and customer service skills. Maintaining an up-to-date understanding of bank products, services, and fees is essential. Accountability for personal and team performance is expected.
Impact on the Organization:
The Customer Care Agent is vital in fostering customer relationships by delivering a seamless experience with efficiency and accuracy. This role contributes significantly to customer satisfaction and loyalty, promoting the Bank's culture while achieving service level targets and enhancing profitability.
Company Culture:
At Bank of Tennessee, employees are united by a shared vision and commitment to achieving common goals through collaboration and leadership. As a progressive financial institution, we prioritize employee recognition, idea sharing, and team spirit, providing ample opportunities for innovative customer service delivery.
Physical Requirements:
This position involves regular sitting at a workstation and operating a computer or other office equipment to fulfill job responsibilities. Frequent communication with colleagues through speaking, listening, and typing is also required.
Equal Opportunity Employer:
Bank of Tennessee is an Equal Opportunity Employer, committed to creating an inclusive environment for all employees.
