Customer Care Center Representative I, II, or III

ANB Bank has financial strength embodied in $3 billion in assets and is a true community bank with an unwavering commitment to excellence. The bank helps each of its communities prosper through investment, sponsorship, philanthropy, and employee volunteerism. It is a passion ANB has for banking that makes the difference.

ANB Bank hires individuals who provide excellent customer service and build meaningful relationships with our customers and within our communities. ANB is committed to rewarding our team members who strengthen our company and culture. ANB offers competitive compensation and a comprehensive benefits package for this position.

• Hiring Pay Ranges (Includes $2.00 per hour Premium Pay):
  • Customer Care Center Representative I – $19.50 - $21.25 per hour
  • Customer Care Center Representative II – $20.00 - $22.50 per hour
  • Customer Care Center Representative III – $21.25 - $24.63 per hour
    
    • The hiring pay range for this position is commensurate with the level of relevant experience and education.
    • The hiring pay range for this position includes an additional $2.00 per hour Premium Pay added to your base pay. Only applicable while working in the Customer Care Center.
    • This position may be eligible to receive an additional $1.00 per hour if approved for the Spanish Communication Assistant Program.

Health & Wellness Benefits (Subject to Eligibility Requirements)

• Minimum 4 Weeks of Paid Time Off (PTO)
• 11 Paid Holidays
• Medical, Dental, and Vision Insurance
• Health Savings (HSA), Flexible Spending (FSA), and dependent care spending accounts
• Company provided Life, AD&D, and Disability Insurance with supplementation options
• 401(k) plan with discretionary company match and profit sharing
• Discretionary annual bonus and employee referral incentives
• Employee Assistance Program (EAP)
• Tuition Reimbursement Program
• Spanish Communication Assistant Program Incentive

Summary

• As a Customer Care Center Representative for ANB Bank, you will provide client service to respond to questions/concerns and assist through resolution of various issues. Facilitate product acquisition through various channels of the Bank (e.g. phone, e-mail, online-chat, and internet). Gather information and close on product sales demonstrating intermediate skills and knowledge of ANB Bank products and benefits. Identify customer events to provide solutions on products and close on product sales that meet the customer's needs and facilitate the customer's financial security through relationship sales. Empathize with customers and provide offers & solutions to make it easy for customers to acquire an ANB Bank product. Live the brand - We are a Bank like no other, expect more.

Essential Duties and Responsibilities

• Answer incoming telephone calls and assist customers with account inquiries, research requests and other account maintenance. Respond to customer needs and priorities; establish effective working relationships with customers; identify and take appropriate action to meet customer needs.
• Acquires and demonstrates proficiency in applying intermediate referral skills and relationship building with customers by understanding life events and learning the multiple company product opportunities.
• Seeks guidance from team members to resolve issues and to identify appropriate issues for escalation.
• Process a variety of mail requests and complete maintenance as required.
• Perform backroom functions necessary to insure the ongoing integrity of the deposit system.
• Provide support to other Customer Care Center Representatives, as needed.
• Cross-train in all Customer Care Center responsibilities.
• Maintains a current knowledge and consistent compliance with Bank Secrecy Act (BSA) requirements, as well as knowledge and consistent compliance with other banking regulations and Bank policies and procedures related to the position.
• Delivers quality of service as defined by department standards.
• Maintains confidentiality as defined by department standards.
• Supports the company’s Mission, Vision, and Values.
• Other duties may be assigned.

Customer Care Center Representative I:

• Performs most, if not all, of the above duties with regular direction and supervision.
• Follows procedures and completes tasks assigned with regular.

Customer Care Center Representative II:

• Performs the duties above with occasional direction and supervision.
• Follows procedures and completes tasks assigned with occasional prompt.
• Occasionally suggests opportunities to reduce errors or improve processes.
• Occasionally assists with other duties (i.e. training, escalations, completing quality control reviews, helping teammates, drafting and/or editing procedures or communications, projects, etc.).

Customer Care Center Representative III:

• Performs the duties above with minimal direction and supervision.
• Follows procedures and completes tasks assigned with minimal prompt.
• Leads by example and encourages others by demonstrating exemplary behaviors.
• Regularly suggests opportunities to reduce errors or improve processes.
• Regularly assists with other duties (i.e. training, escalations, completing quality control reviews, helping teammates, drafting and/or editing procedures or communications, projects and/or leading smaller projects, etc.).

Education and/or Experience

Customer Care Center Representative I:

• No experience required.
• High school diploma or general education degree (GED) required.

Customer Care Center Representative II:

• 1 year of financial industry and/or customer service experience, or an equivalent combination of other work history and/or education.
• High school diploma or general education degree (GED) required.
• Experience with Microsoft Office Suite: Word, Excel, Outlook, and PowerPoint preferred.
• Understanding of banking products, services, forms, and regulations preferred.

Customer Care Center Representative III:

• 2 years of financial industry and/or customer service experience, or an equivalent combination of other work history and/or education.
• High school diploma or general education degree (GED) required.
• Intermediate experience (i.e. 2+ years) with Microsoft Office Suite: Word, Excel, Outlook, and PowerPoint preferred.
• Intermediate understanding of banking products, services, forms, and regulations preferred.

Work Schedule: (40 hours per week) Monday - Friday, 7:00am - 5:00pm or 8:00am - 6:00pm and rotating Saturday 8:00am - 12:00pm (schedule may vary)

Equal Opportunity Employer / Affirmative Action / Minorities / Female / Disabled / Veteran

ANB Bank is committed to providing Equal Opportunity in Employment. The Bank is continually trying to improve recruitment, employment, development and promotional opportunities for its employees. Our selection decisions are based on job-related factors and not on the basis of age, race, sex, color, religion, national origin, disability, sexual orientation, veteran status, pregnancy, marital status, genetic information, gender identity, or any other status protected by federal, state, or local law.

ANB Bank complies with the Equal Pay for Equal Work Act. ANB Bank requests that Applicant not disclose its wage rate history to ANB Bank. If ANB Bank for any reason comes into possession of Applicant’s wage rate history, ANB Bank will not rely on it in determining a wage rate. ANB Bank requests that applicant not provide information on age, date of birth or graduation date from any academic institution, including on resumes.

Anticipated Date of Application Window Closure: 12/19/2024 (or until filled)