Customer Care Associate

1 week ago

Fort Wayne, Indiana, United States First Insurance Group Full time

Position Title: Customer Service Representative

Department: Retail

Reports to: Client Service Manager

Supervises: No Direct Reports

Position Overview:

The Customer Service Representative plays a crucial role in supporting the mission and sales objectives of First Insurance Group by delivering exceptional customer service. This position involves processing daily transactions and identifying opportunities for cross-selling services. The representative will embody our Trusted Advisor strategy, ensuring that both internal and external customers receive outstanding service.

Key Responsibilities:

  1. Provide prompt, accurate, and friendly service to meet customer needs, adhering to the Customer First philosophy.
  2. Demonstrate in-depth knowledge of all retail products and services to enhance customer interactions.
  3. Follow the Six-Step Experience guidelines during each customer engagement.
  4. Maintain a balanced cash drawer and report discrepancies to the supervisor as needed.
  5. Manage currency transactions from the vault while ensuring compliance with cash limits.
  6. Evaluate checks for proper funds availability and complete Hold Notices in accordance with regulations.
  7. Assist in resolving customer inquiries and issues with professionalism and consistency.
  8. Identify sales and service opportunities and refer customers to appropriate departments within the organization.
  9. Respond to basic inquiries regarding account details, service charges, and interest rates while ensuring compliance with privacy policies.
  10. Represent the organization positively in all public interactions.
  11. Ensure adherence to compliance standards by following all bank policies and procedures.
  12. Coordinate service requests with other departments as necessary.
  13. Perform additional duties as assigned.

Qualifications:

Education: High school diploma or equivalent.

Experience: Previous experience in cash handling or customer service is preferred.

Skills:

  • Strong interpersonal, communication, and organizational abilities.
  • Professional demeanor and appearance.
  • Effective problem-solving and critical thinking skills.
  • Detail-oriented with the ability to manage multiple tasks efficiently.
  • Proficient in operating relevant computer applications and business equipment.
  • Commitment to completing job-specific training and learning plans.
  • Familiarity with CSR policies and federal regulations, including the Bank Secrecy Act and others.
  • Compliance with all relevant regulations and accurate reporting of suspicious activities.

Work Environment:

This role is conducted in a professional office setting, with standard office conditions that do not expose employees to hazardous elements.

Physical Requirements:

Employees must be able to perform essential functions, which include speaking, hearing, standing or sitting for extended periods, and occasionally lifting up to 25 pounds. The ability to drive for travel may be required.

Equal Opportunity Statement: First Insurance Group is an Affirmative Action and Equal Opportunity employer. We welcome all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, or any other legally protected status.

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