Customer Care Center Associate

Centennial Bank•Cabot, AR

About The Position

GENERAL DESCRIPTION OF POSITION The Customer Care Center Associate receives and responds to customer inquiries by phone while maintaining tight control of customer identity and privacy. The Customer Care department complies with all legal and regulatory guidelines related to Call Center operation and specific customer transactions. The Customer Care Associate improves customer service by obtaining resolution to customer issues or concerns in a timely manner. The Customer Care Center Associate evaluates cross selling opportunities by referring customers to other departments within the bank. ESSENTIAL DUTIES AND RESPONSIBILITIES 1. Answer incoming phone calls from customers regarding all types of Retail Accounts. This duty is performed daily, about 10% of the time. 2. Quote CD Rates, loan payoffs and resolve loan general questions. This duty is performed daily, about 5% of the time. 3. Maintain a thorough understanding of marketing promotions and bank products. This duty is performed daily, about 10% of the time. 4. Review complaints, issues or concerns and refer customers to other bank personnel. This duty is performed as needed, about 10% of the time. 5. Take information and perform maintenance on check orders, internet and telephone banking, ATM/debit cards. This duty is performed daily, about 10% of the time. 6. Review, research and process limited refund decisions. This duty is performed as needed, about 5% of the time. 7. Perform research on Bankway for customer inquiries. This duty is performed daily, about 5% of the time. 8. Identify cross selling opportunities through customer interactions. This duty is performed daily, about 5% of the time. 9. Verify and complete telephone transfer of funds and stop payment requests. This duty is performed daily, about 10% of the time. 10. File Debit Card, Zelle, Bill pay and ACH disputes. This duty is performed daily, about 5% of the time. 11. Request EBanking adds and updates. This duty is performed daily, about 5% of the time. 12. Request Debit Card Limit Increases. This duty is performed daily, about 5% of the time. 13. Research and assist with Bill Pay trouble shooting. This duty is performed daily, about 5% of the time. 14. Maintain a daily call log of each call taken. This duty is performed daily, about 5% of the time. 15. Adhere to assigned work schedule and remain flexible for shifts that include the hours of 7 am - 7 pm Monday - Friday and 8 am - 2 pm on Saturdays. This duty is performed daily, about 5% of the time. 16. Completes required BSA/AML training and other compliance training as assigned. This duty is performed quarterly. 17. The ability to work in a constant state of alertness and in a safe manner. This duty is performed daily. 18. Perform any other related duties as required or assigned.

Requirements

High school or GED, plus specialized schooling and/or on the job education in a specific skill area; e.g. data processing, clerical/administrative, equipment operation, etc, plus 12 to 18 months related experience and/or training, or equivalent combination of education and experience.
Ability to read and understand documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals; ability to write routine reports and correspondence.
ability to effectively communicate information and respond to questions in person-to-person and small group situations with customers, clients, general public and other employees of the organization.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to apply concepts such as fractions, ratios, and proportions to practical situations.
Ability to solve practical problems and deal with a variety of known variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, or diagram formats.
Basic: 10-Key, Accounting, Alphanumeric Data Entry, Presentation/PowerPoint, Spreadsheet, Word Processing/Typing
The ability to work in a constant state of alertness and in a safe manner.

Nice To Haves

1 year experience in Customer Service, Call Center experience preferred but not required
1 year experience using personal computers
Experience using Microsoft Office products
Proficient telephone skills
Ability to sit for long periods
Knowledge of bank products, policies/procedures is preferred, but not required

Responsibilities

Answer incoming phone calls from customers regarding all types of Retail Accounts.
Quote CD Rates, loan payoffs and resolve loan general questions.
Maintain a thorough understanding of marketing promotions and bank products.
Review complaints, issues or concerns and refer customers to other bank personnel.
Take information and perform maintenance on check orders, internet and telephone banking, ATM/debit cards.
Review, research and process limited refund decisions.
Perform research on Bankway for customer inquiries.
Identify cross selling opportunities through customer interactions.
Verify and complete telephone transfer of funds and stop payment requests.
File Debit Card, Zelle, Bill pay and ACH disputes.
Request EBanking adds and updates.
Request Debit Card Limit Increases.
Research and assist with Bill Pay trouble shooting.
Maintain a daily call log of each call taken.
Adhere to assigned work schedule and remain flexible for shifts that include the hours of 7 am - 7 pm Monday - Friday and 8 am - 2 pm on Saturdays.
Completes required BSA/AML training and other compliance training as assigned.
The ability to work in a constant state of alertness and in a safe manner.
Perform any other related duties as required or assigned.