Client Care Representative

Burke & Herbert Bank•Alexandria, VA

61d•Onsite

About The Position

Summary/Objective To communicate effectively with customers via digital communication channels (chat or email), and to provide timely solutions to customer inquiries received via the Bank's online banking system. To provide excellent customer service and respond to customer inquiries and requests for account information and product/service offerings. Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Answer customer service calls in a timely and professional manner. Ensure privacy of customer information by adhering to bank verification standards. Provide customers with accurate and precise information in response to requests. Transfer customers to the appropriate personnel within the bank in a professional manner. Diffuse challenging situations and determine whether manager input is needed. Provide technical support for electronic self-service bank products. Conduct research and follow-up on customer requests as needed. Sell and/or refer Bank's products and services to customers and prospects. Stay informed about changes in policy, procedures and services in order to provide accurate information to customers. Efficiently manage phone, email, and online chat workflow. Provide timely support and solutions to customer inquiries received via the online messaging channel. Respond and reply to digital message inquiries in accordance with Bank and departmental guidelines. Must be able to work all department shifts. Other Duties Complies with all policies and procedures as applied to the Bank's BSA/AML policy. Perform other duties as assigned.

Requirements

Professional phone speaking skills.
Excellent customer service skills.
Excellent product knowledge.
Proficient typing skills.
Proficient in Excel, OneNote and Microsoft Word.
Proficient communication across multiple channels (e.g., email, interpersonal, written and verbal).
Must be able to work all department shifts.
Must be able to work independently and as part of a team.
High school diploma or equivalent required.
Two years sales & service experience required.

Nice To Haves

Prior digital communication customer support experience preferred.
One year banking/financial institution experience preferred.
One to two years Call Center experience preferred.
Bi-lingual (Spanish speaking) candidates encouraged to apply.

Responsibilities

Answer customer service calls in a timely and professional manner.
Ensure privacy of customer information by adhering to bank verification standards.
Provide customers with accurate and precise information in response to requests.
Transfer customers to the appropriate personnel within the bank in a professional manner.
Diffuse challenging situations and determine whether manager input is needed.
Provide technical support for electronic self-service bank products.
Conduct research and follow-up on customer requests as needed.
Sell and/or refer Bank's products and services to customers and prospects.
Stay informed about changes in policy, procedures and services in order to provide accurate information to customers.
Efficiently manage phone, email, and online chat workflow.
Provide timely support and solutions to customer inquiries received via the online messaging channel.
Respond and reply to digital message inquiries in accordance with Bank and departmental guidelines.
Must be able to work all department shifts.
Complies with all policies and procedures as applied to the Bank's BSA/AML policy.
Perform other duties as assigned.