Customer Care Associate

SYNERGY BANK • Houma, LA

7d • Onsite

About The Position

Synergy Bank is seeking a Customer Care Associate to provide a welcoming, helpful first point of contact for branch customers and callers. The position combines branch concierge and customer-experience responsibilities with the ability to learn and provide more detailed retail banking support when Customer Service Representative coverage is needed. The associate assesses customer needs, connects them with appropriate services, answers calls, follows up on concerns, and helps maintain an organized, professional branch environment.

The role also assists with everyday banking needs, including account maintenance, debit cards, PIN resets, check orders, online banking, wire transfer requests, and other authorized services. When assigned and after completing required training and authorization, the associate may provide CSR coverage involving deposit accounts, account documentation and servicing, deposit products, safe deposit boxes, business online banking, debit card disputes, and related customer follow-up. Accuracy, confidentiality, dependable attendance, and a professional, service-oriented approach are essential.

Requirements

• High school diploma or equivalent.
• At least six months of customer service experience.
• Cash-handling experience and basic accounting knowledge.
• Strong customer service, interpersonal, sales, relationship-building, and communication skills.
• Strong attention to detail, organization, time management, problem-solving, and sound decision-making.
• Ability to multitask, remain calm and professional, and work effectively on the phone and computer in a fast-paced environment.
• Ability to learn and use multiple banking systems, Microsoft Word, and Microsoft Excel.
• Ability to maintain accuracy and confidentiality.
• Ability to work collaboratively, follow direction and procedures, and accept temporary duty assignments based on operational needs.
• Reliable transportation.
• Successful completion of required internal training and authorization before independently performing assigned CSR functions.
• Ability to work at a computer workstation for extended periods and communicate effectively verbally and in writing.
• Ability to frequently count and handle cash; squat, reach, and retrieve supplies; and lift and carry approximately 30–50 pounds.
• Ability to remain attentive and focused, make sound decisions in a dynamic environment, follow instructions and procedures accurately, and remain calm under pressure.
• Maintain honesty, integrity, confidentiality, ethical standards, professionalism, accuracy, accountability, teamwork, and ownership of work.
• Regular and reliable attendance and punctuality are essential to maintaining lobby and telephone coverage.

Nice To Haves

• Previous teller, new accounts, banking, or retail sales experience.
• Experience with applicable banking systems.
• Associate’s degree or higher in business or a related field.
• Completion of banking education courses.

Responsibilities

• Welcome customers entering the branch and serve as an approachable first point of contact.
• Assess customer needs and connect customers with the appropriate person or service.
• Answer incoming calls, respond to questions, and direct calls appropriately.
• Help maintain an organized, professional, customer-focused branch environment.
• Follow up with customers and help resolve service concerns.
• Look for ways to make banking easier and more personal for customers.
• Perform account maintenance and assist with customer service requests.
• Help customers with debit cards, PIN resets, check orders, online banking, digital banking services, wire transfer requests, and other authorized banking services.
• Review work for accurate and complete information and documentation.
• Explain bank products and services and identify opportunities to deepen customer relationships.
• Provide temporary Customer Service Representative coverage when assigned and after completing required training and authorization.
• Open consumer and business deposit accounts and maintain and service existing accounts when assigned.
• Complete and maintain account documentation and assist with CDs, IRAs, HSAs, business accounts, and other deposit products.
• Issue debit and ATM cards and assist with safe deposit box services.
• Process authorized wire transfer documentation and assist with business online banking applications.
• Receive debit card disputes and coordinate with appropriate bank personnel.
• Follow up on maturing CDs, account exceptions, missing documentation, and other customer needs.
• Make appropriate product and service recommendations and referrals.
• Maintain regular, reliable attendance and punctuality, follow call-out and leave procedures, and be prepared to perform assigned duties.

What This Job Offers

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