Customer Care Center Consultant

INB, N.A.•Springfield, IL

108d•Onsite

About The Position

The CCC Consultant is responsible for delivering outstanding support and solutions to internal and external customers regarding INB’s products and services. This role handles inbound and outbound communication through phone, email, and live chat, while also providing awareness of INB’s latest offerings. Additional duties include handling returned mail, supporting online banking inquiries, and managing specific service-related email inboxes.

Requirements

Associate’s degree (A.A.) or equivalent from a two-year college or technical school OR six months to one year of relevant experience/training OR a combination of education and experience.
Understands and creates simple written communication
Communicates effectively in small group settings
Performs basic arithmetic operations
Computes rates, ratios, and percentages
Interprets bar graphs
Applies logical reasoning to written, oral, or diagram instructions
Solves common, standardized problems
Outgoing and energetic with strong organizational, communication, and phone skills
Self-motivated with an eagerness to learn about INB products and services
Demonstrates active listening, empathy, and patience
Team-oriented with a focus on collaboration and support
Comfortable in a structured work setting with non-traditional hours
Excels at multi-tasking and adapting to change
Dependable with excellent attendance and punctuality
Proficient in: Internet navigation, Spreadsheet software, Word processing tools

Nice To Haves

Banking experience

Responsibilities

Promptly and courteously respond to customer issues via phone, email, or live chat in alignment with INB Communications Policy.
Interview customers to gather information and explain financial products such as: Checking and savings accounts, IRAs and CDs, Savings bonds and securities.
Assist with personal and commercial account inquiries, product support, complaint resolution, and account management.
Open and close all deposit account types (e.g., checking, savings, CDs, IRAs, safe deposit boxes).
Develop and maintain knowledge of INB’s full product and service line, including internet banking, loans, mortgages, and online tools.
Foster a supportive, team-oriented work environment and demonstrate a constant 'how can I help you?' attitude.
Cross-sell additional INB services and identify opportunities for referrals to product specialists.
Conduct needs-based conversations, clarify customer concerns, and confidently transition from service to sales roles.
Follow all INB policies and procedures (e.g., CIP, BSA, Reg CC).
Use CRM systems like NuPoint for tracking follow-ups, quality control, and pending items.
Execute the Creating Loyal Customer (CLC) process with new and existing clients.
Participate in departmental and bank-wide contests and initiatives.
Engage in personal development through online learning and training opportunities.
Maintain a professional appearance and organized work area.
Perform other duties as assigned.