Customer Care Agent

Columbia Bank•Irvine, CA

13d•$21 - $25•Onsite

About The Position

In this role you will deliver outstanding service to customers contacting Columbia via phone, digital, or contact channels. You will assist customer with reporting fraud, filing disputes, resolving issues, providing information, and looking for opportunities to strengthen the customer relationship through suggesting Columbia products and services. Respond to inbound calls regarding fraud and electronic disputes, complete fraud incident reports, dispute forms, clear fraud alerts on cards, and other more complex card issues. Ensure all accounts are noted and protected against additional fraud, restricting accounts, Online Banking, and cards when needed. Complete debit card limit increases over the phone, using DocuSign per department policy to ensure the protection and security of the account. Resolve customer problems such as debit card issues, account overdrafts, online/mobile banking issues, and service charge questions. Perform a variety of transactions and maintenance on the customer's behalf such as funds transfers, stop payments, debit card increases, address changes and check orders. Suggest appropriate products and services to existing customers and cross-sells other bank services such as Visa Credit Cards. May be asked to coach, mentor, or train others and teach coursework as subject matter expert. Provide customer support for online banking including password/security question resets, bill pay questions, user login requests, funds transfers, browser issues and download questions.

Requirements

High School Diploma, GED, Vocational Training, or equivalent.
1-3 years of bank customer service experience, and ability to sell banking products and services.
Excellent customer service skills and ability to work effectively with the public.
Computer skills including MS Office and banking software.
Ability to multi-task and work with over 25 software applications.
Ability to troubleshoot mobile devices, browsers, and other technology relates to online banking.
Ability to work fully onsite at posted location(s).

Responsibilities

Deliver outstanding service to customers contacting Columbia via phone, digital, or contact channels.
Assist customer with reporting fraud, filing disputes, resolving issues, providing information
Look for opportunities to strengthen the customer relationship through suggesting Columbia products and services
Respond to inbound calls regarding fraud and electronic disputes, complete fraud incident reports, dispute forms, clear fraud alerts on cards, and other more complex card issues.
Ensure all accounts are noted and protected against additional fraud, restricting accounts, Online Banking, and cards when needed.
Complete debit card limit increases over the phone, using DocuSign per department policy to ensure the protection and security of the account.
Resolve customer problems such as debit card issues, account overdrafts, online/mobile banking issues, and service charge questions.
Perform a variety of transactions and maintenance on the customer's behalf such as funds transfers, stop payments, debit card increases, address changes and check orders.
Suggest appropriate products and services to existing customers and cross-sells other bank services such as Visa Credit Cards.
May be asked to coach, mentor, or train others and teach coursework as subject matter expert.
Provide customer support for online banking including password/security question resets, bill pay questions, user login requests, funds transfers, browser issues and download questions.

Benefits

comprehensive healthcare coverage (medical, dental, and vision plans)
a 401(k)-retirement savings plan with employer match for qualifying associate contributions
an employee assistance program
life insurance
disability insurance
tuition assistance
mental health resources
identity theft protection
legal support
auto and home insurance
pet insurance
access to an online discount marketplace
paid vacation, sick days, volunteer days, and holidays