Customer Care Agent

Columbia Bank•Roseburg, OR

2d•$20 - $22•Onsite

About The Position

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. Resolves customer problems such as: account updates, debit card issues, product questions, 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. Suggests appropriate products and services to existing and prospective customers and cross-sells other bank services such as Visa Credit Cards. Assists customers with fraud intake and support. Performs general tasks and completes routine assignments, receives assistance in the completion of more complex assignments. Moderate supervision with some 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 (preferred)
Bachelor's Degree (preferred)
Less than 2 years — of customer service experience within call center environment (Preferred)
Intermediate reading, writing, and arithmetic skills.
Strong verbal communication skills.
Requires the ability to multi-task and work with over 25 software applications.
Requires intermediate computer skills, including MS Office and banking software.
Learns Bank’s processes and procedures for a variety of bank operation functions and selling Bank products and services through on the job cross-training activities and formalized training classes.

Responsibilities

Resolves customer problems such as: account updates, debit card issues, product questions, 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.
Suggests appropriate products and services to existing and prospective customers and cross-sells other bank services such as Visa Credit Cards.
Assists customers with fraud intake and support.
Performs general tasks and completes routine assignments, receives assistance in the completion of more complex assignments.
Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities.
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

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