Client Care Representative

LCNB National Bank•Cincinnati, OH

About The Position

LCNB National Bank is seeking a Client Care Representative to join our Client Care Center. This position’s primary responsibility is to provide superior quality service to our customers over the phone and via back-office maintenance by determining needs and taking next steps to meet those needs; answering inquiries; resolving problems; fulfilling requests; and maintaining databases. This position requires the ability to work in a fast-paced environment while effectively multi-tasking.

Requirements

1+ years of customer service experience demonstrated through one or a combination of the following: work experience, training, military experience, education.
High School diploma or GED equivalent

Nice To Haves

Bilingual Spanish speaking preferred
Banking/Branch Operations experience preferred
Excellent written and verbal communication skills
Strong telephone etiquette
Ability to listen to understand
Ability to utilize Microsoft Office Suites and successfully navigate web-based platforms and internal operating systems
Ability to interact professionally with internal and external clients
Outstanding customer service and interpersonal skills
Outstanding organization, time management and prioritization skills to meet deadlines in a fast-paced environment
Ability to manage multiple tasks with accuracy and prioritize accurately with attention to detail
Ability to work in a team environment
Ability to exercise good judgment and effectively problem-solve
Ability to think, reason and communicate clearly
Ability to observe and identify details at close range

Responsibilities

Professionally engages with customers/clients to identify their needs
Answers inquiries by clarifying desired information; researching, locating, and providing information.
Resolves problems by identifying and clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
Promotes additional products and services by recognizing opportunities and explaining new features. Identify referral opportunities and make relevant qualified referrals.
Maintains call center database by entering information accurately and efficiently.
Serves as a key resource and support for Branch Operations teams, in relation to opening new accounts and account maintenance functions.
Adheres to security and transaction processing by following established procedures, reporting malfunctions.
Completes back-office tasks including but not limited to verifications of deposits, maintenance of accounts, pulling and verifying reporting, etc.
Comprehend, retain and apply information as necessary to perform duties and responsibilities effectively
Additional duties as assigned