Customer Care Agent

BOT Career•Johnson City, TN

12d

About The Position

As a Customer Care Agent, you will respond to and resolve customer inquiries received through various channels, including telephone and digital channels, while meeting the Bank’s compliance standards. Customer inquiries may be regarding account information, general questions, and technical support for digital banking products. The Customer Care Agent will handle issues regarding transfers and loan payments via phone, stop payment requests, statement requests, processing check orders, processing internal requests, and cross-selling bank products. This role is highly visible in the Bank and requires a high level of professionalism and self-awareness.

Requirements

High school diploma or equivalent required
Possess a willingness to work flexible shifts to accommodate the operating hours of department
Ability to listen and identify the needs and wants of a customer as well as making quick decisions independently
Possess knowledge of various functions of the bank and where to find answers or information
Ability to multi-task and change focus quickly without being stressed or overwhelmed
Ability to be self-motivated, self-driven, self-sufficient, and results oriented with minimal management oversight or supervision
Possess a strong attention to detail
Possess proficient computer skills and familiarity with most Microsoft Office applications
Possess a superior knowledge of bank products and services while delivering with professional presentation, explanation and selling of products and services, and match to customer needs
Ability to read and comprehend documents such as policy and procedure

Nice To Haves

Two years of previous customer service/call center experience preferred

Responsibilities

Respond to incoming calls via the telephone or digital channel
Provide a resolution to inquiries, concerns and technical issues
Process new online account openings
Conduct customer and bank transactions with accuracy, efficiency, and professionalism, meeting the high-quality service delivery standards of the bank
Actively sell and cross-sell bank products
Act as a spokesperson for new promotions and product introductions
Identify sales and retention opportunities based on the customer’s needs
Implement research strategies as needed
Protect all customer and Bank information at all times, adhering to customer privacy and information security policy.
Maintain compliance with regulations and bank policies and procedures, including the Bank Secrecy Act (BSA) and the Office of Foreign Assets Control (OFAC) requirements
Actively support the ongoing development of a culturally diverse workforce
Complete other duties as assigned as determined by management to be reasonable and beneficial