Customer Care Representative I

Marquette Savings Bank•Conneaut Lake, PA

About The Position

The Customer Care Representative (CCR) performs routine customer transactions, including deposits, withdrawals, loan payments, transfers, and check cashing, using risk-based decision-making. The role requires knowledge of bank products and services to make appropriate referrals and assist customers with questions or issues. Position level assignment is based on experience, performance, and longevity in the position. The CCR provides transaction forms and receipts, examines checks for endorsements and negotiability, and follows bank policies and procedures to help prevent fraud. The role also responds to customer requests and complaints, explains available services and policies, processes selected services for properly identified customers, and routes account information to the appropriate departments. All duties must be performed with a high level of customer information security and confidentiality. The representative may assist with duties of the senior customer care representative. Other duties may be assigned as necessary.

Requirements

High school diploma or equivalent.
Broad knowledge of the bank’s products and services.
Ability to demonstrate general knowledge of the Bank Secrecy Act/USA Patriot Act, privacy laws and regulations, and consumer protection deposit laws and regulations, including the Expedited Funds Availability Act, Electronic Funds Transfer Act, and Truth-in-Savings Act.
General knowledge of information security, including safeguarding confidential customer information, understanding and acknowledging bank information-security policies, and maintaining safety in the bank’s network.
Thorough knowledge of Marquette products and services and the ability to apply that knowledge to solve customer problems appropriately and effectively.
Comfort and proficiency with the sales process to meet customer needs.
Ability to read and interpret documents such as safety rules, instructions, and procedure manuals.
Ability to speak effectively with employees of the organization.
Proficient computer skills.
Ability to use standard office equipment.
Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals; balance and make mathematical computations accurately.
Ability to apply commonsense understanding to detailed written or oral instructions and use sound reasoning to negotiate payment orders.
Ability to frequently sit and use sensory/motor skills; occasionally sit, stand, walk, talk, or hear; occasionally lift or move up to 25 pounds; and perform close-vision tasks and adjust focus.

Nice To Haves

Prior banking experience is preferred but not required.

Responsibilities

Accurately perform routine customer transactions, including deposits, withdrawals, loan payments, transfers, and check cashing.
Apply risk-based decision-making to transactions, use investigative skills to help stop fraud, and follow bank policies and procedures.
Provide customers with forms needed to transact business and proper receipts for payments.
Examine checks for endorsements and negotiability, qualifying documents according to established policies and procedures.
Consult with prospective, new, and current customers about products and services; make qualified recommendations and referrals in the Connections system.
Respond to customer requests, problems, and complaints, or direct customers to the appropriate person for assistance.
Receive customer account information and route it to the proper departments.
Process services for properly identified customers, including stop payments, ATS, SaveUp, and card requests.
Properly identify customers and provide routine information about bank services and policies, including account types, loan policies, interest rates, office hours, and telephone numbers.
Explain bank services available to customers.
Maintain customer information security and confidentiality while performing all duties.
May assist with duties of the senior customer care representative.
Perform other duties as assigned.