Customer Care Agent

Columbia Bank•Irvine, CA

13d•$21 - $25•Onsite

About The Position

About Us: At Columbia, we create a great place to work by offering a unique brand of relationship banking and fostering a culture where associates thrive. We are dedicated to supporting our customers and communities, and we can only achieve this through the dedication of our associates. We value Trust, Ownership, Growth, Empathy, Teamwork, Heart, Enjoyment, and Relationships, and we are eager to meet candidates who embody these core values. We are always on the lookout for results-focused individuals who can think independently, work collaboratively, and support our broader purpose. Think of us as financial partners, because at Columbia, we believe the best way forward is together. Together for people. Together for business. Together for better. About the Role: Provides outstanding customer service to individuals contacting the Bank, by phone, chat or online, by resolving issues, providing information, and looking for opportunities to strengthen the customer relationship through suggesting Bank products and services. Performs specialty tasks and completes moderate to complex assignments . Resolves customer problems such as: bill pay questions, loan questions, debit card issues, account overdrafts, electronic disputes, online/mobile banking issues and service charge questions. Performs 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. Provide customer support for online banking including: troubleshooting mobile devices and browser issues related to online banking. Provide customer support for loans, escrow analysis, and payment questions. Utilize system software to respond to online messages/emails to answer questions, provide banking services and resolve customer service issues. Demonstrates strong oral and written communication skills. Suggest appropriate products and services to existing and prospective customers and cross- sells other bank products and services. Moderate supervision with latitude for independent judgment . Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities – knowledge may be gained through coursework and on-the-job training. Keeps up to date on regulation changes. Follows all Bank policies and procedures, compliance regulations, and completes all required annual or job-specific training. Maintain a working knowledge of Bank's written policies and procedures regarding Bank Secrecy Act, Regulation CC, Regulation E, Bank Security and other regulations as applicable to this job description. May be asked to coach, mentor, or train others and teach coursework as subject matter expert. Actively learns, demonstrates, and fosters the Columbia corporate culture in all actions and words. Takes personal initiative and is a positive example for others to emulate. Embraces our vision to become “Business Bank of Choice” May perform other duties as assigned.

Requirements

H.S. Diploma/GED .
Less than 2 years o f bank customer service experience, good knowledge of bank’s products and services.
Excellent verbal and written communication skills.
Knowledge of operational procedures, practices and policies.
Demonstrates the ability to sell Bank products and services.
Able to mentor new associates through on the job training.
Requires the ability to multi-task and work with over 25 software applications.
Requires intermediate computer skills, including MS Office and banking software.
Skill in basic troubleshooting : mobile devices, browsers, and other technology as it relates to online banking.
Thorough understanding of products and services offered by bank.
Excellent customer service skills and ability to work effectively with the public.
Ability to work fully onsite at posted location(s).

Nice To Haves

Bachelor's Degree .
Advanced knowledge in specialty area .

Responsibilities

Provides outstanding customer service to individuals contacting the Bank, by phone, chat or online, by resolving issues, providing information, and looking for opportunities to strengthen the customer relationship through suggesting Bank products and services.
Performs specialty tasks and completes moderate to complex assignments .
Resolves customer problems such as: bill pay questions, loan questions, debit card issues, account overdrafts, electronic disputes, online/mobile banking issues and service charge questions.
Performs 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.
Provide customer support for online banking including: troubleshooting mobile devices and browser issues related to online banking.
Provide customer support for loans, escrow analysis, and payment questions.
Utilize system software to respond to online messages/emails to answer questions, provide banking services and resolve customer service issues.
Demonstrates strong oral and written communication skills.
Suggest appropriate products and services to existing and prospective customers and cross- sells other bank products and services.
Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities – knowledge may be gained through coursework and on-the-job training.
Keeps up to date on regulation changes.
Follows all Bank policies and procedures, compliance regulations, and completes all required annual or job-specific training.
Maintain a working knowledge of Bank's written policies and procedures regarding Bank Secrecy Act, Regulation CC, Regulation E, Bank Security and other regulations as applicable to this job description.
May be asked to coach, mentor, or train others and teach coursework as subject matter expert.
Actively learns, demonstrates, and fosters the Columbia corporate culture in all actions and words.
Takes personal initiative and is a positive example for others to emulate.
Embraces our vision to become “Business Bank of Choice”
May perform other duties as assigned.

Benefits

We offer a competitive total rewards package including base wages and comprehensive benefits.
We offer eligible associates 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.
Benefit eligibility begins the first day of the month following the date of hire for associates who are regularly scheduled to work at least thirty hours weekly.