Customer Care Center Associate

Centennial Bank•Amarillo, TX

About The Position

The Customer Care Center Associate responds to customer inquiries by phone while protecting customer identity and privacy and following legal and regulatory guidelines for call center operations and customer transactions. The role resolves customer issues in a timely manner, identifies cross-selling opportunities, and refers customers to other bank departments when appropriate. It handles inquiries and service requests relating to retail accounts, loans, certificates of deposit, digital and telephone banking, cards, payments, disputes, and transfers. The associate maintains a daily call log, follows an assigned schedule, and completes required BSA/AML and other compliance training.

Requirements

High school diploma or GED, plus specialized schooling or on-the-job education in a specific skill area, and 12 to 18 months of related experience and/or training, or an equivalent combination of education and experience.
Ability to read and understand policy manuals, safety rules, operating and maintenance instructions, and procedure manuals; write routine reports and correspondence; and communicate effectively with customers, the public, and coworkers.
Ability to calculate figures and amounts, including discounts, interest, commissions, proportions, and percentages, and apply fractions, ratios, and proportions to practical situations.
Ability to solve practical problems with limited standardization and interpret written, oral, or diagram-based instructions.
Basic skills in 10-key, accounting, alphanumeric data entry, presentation/PowerPoint, spreadsheets, and word processing/typing.
One year of customer service experience.
One year of experience using personal computers.
Experience using Microsoft Office products.
Proficient telephone skills.
Ability to sit for long periods.
Ability to meet the role's physical demands, including frequent lifting or moving of up to 10 pounds and occasional lifting or moving of up to 25 pounds.

Nice To Haves

Call center experience.
Knowledge of bank products, policies, and procedures.

Responsibilities

Answer incoming customer calls about all types of retail accounts.
Quote CD rates and loan payoffs, and answer general loan questions.
Maintain a thorough understanding of marketing promotions and bank products.
Review customer complaints, issues, and concerns and refer customers to other bank personnel as appropriate.
Collect information and perform maintenance related to check orders, internet and telephone banking, and ATM/debit cards.
Research and process limited refund decisions.
Research customer inquiries using Bankway.
Identify cross-selling opportunities during customer interactions.
Verify and complete telephone funds transfers and stop-payment requests.
File Debit Card, Zelle, Bill Pay, and ACH disputes.
Request EBanking additions and updates.
Request debit card limit increases.
Research and assist with Bill Pay troubleshooting.
Maintain a daily call log of each call taken.
Adhere to the assigned work schedule and remain flexible for shifts within the stated operating hours.
Complete required BSA/AML and other assigned compliance training.
Work in a constant state of alertness and in a safe manner.
Perform other related duties as required or assigned.