Customer Care Advisor I

Primis Bank • Ashland, VA

4d • Hybrid

About The Position

This position is responsible for providing quality service across multiple channels to all bank customers in an efficient and professional manner.

Requirements

• High School diploma required
• Minimum of one year call center experience preferred
• Minimum of two years operational experience in a high volume, customer facing environment
• Ability to work independently with minimal supervision
• Superior interpersonal skills. Must be able to effectively communicate with management, bank employees, bank clients, and outside vendors
• Knowledge of the banking environment, computer hardware, software applications, networks, and operating systems
• Ability to make sound recommendations to management
• Excellent organizational and time management skills
• Excellent computer skills in current computer technology
• Ability to effectively multi-task, work under pressure, and to meet tight deadlines
• Excellent written and oral communication skills
• Excellent computer skills relevant to Microsoft Office Suites (i.e. Word, Excel, Outlook)
• Must be willing to work a combination of early morning, late night, and weekend shifts. Rotating schedule subject to change, flexibility and dependability required

Responsibilities

• Builds relationships and serves customer needs via phone and chat in an efficient, high-quality manner ensuring the best possible customer experience
• Understands and consistently meets department KPI’s related to quality and efficiency adhering to quality assurance standards outlined in the quality assurance rubric
• Adhere to schedule ensuring that breaks and lunches are taken as indicated by the daily schedule
• Receptive to coaching and feedback
• Maintains strong understanding of policy, products, procedures, and tools
• Effective navigation of multiple systems
• Looks for creative solutions for customers for the sake of strong relationships and customer retention
• Regular, reliable and predictable attendance.
• Peer/new hire coaching
• Special projects
• Product testing
• Maintain compliance with and adhere to all state and federal regulations and Bank policies and procedures, including, but not limited to Bank Secrecy Act, SAR, CTR, FACT ACT, Community Reinvestment Act, EEO, and fair employment practices
• All other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED