Customer Care Representative I

Independent Financial • Denton, TX

456d

About The Position

The Customer Care Representative I at Independent Financial is responsible for providing exceptional customer service by resolving financial inquiries and technical assistance requests. This entry-level position serves as the first point of contact for customers, ensuring accurate and professional communication while utilizing independent judgment to enhance customer satisfaction. The role involves multi-tasking across various systems to address customer needs effectively.

Requirements

• High school diploma or equivalent required.
• 1-2 years of experience in financial services preferred.
• 1-2 years of call center experience preferred.
• 2 years of customer service experience preferred.
• Strong interpersonal and customer service skills.
• Ability to interpret information accurately and demonstrate problem-solving skills.
• Good judgment and decision-making abilities.
• Ability to work independently and as part of a team.
• Ability to prioritize work to meet deadlines and productivity goals.
• Ability to work under pressure in a fast-paced environment.
• General knowledge of Bank Secrecy Act and OFAC responsibilities.

Responsibilities

• Serve as the first point of contact for customer inquiries and technical assistance on account and system issues.
• Answer inbound calls accurately and consistently to achieve first call resolution through troubleshooting techniques.
• Professionally research, resolve, and document customer interactions, while de-escalating issues as necessary.
• Educate customers on Independent Financial products and services, maintaining a working knowledge of offerings.
• Multi-task and navigate multiple systems, including Independent Financial and third-party systems, to assist customers effectively.
• Facilitate account inquiries, stop payments, transfers, and other account-related requests.
• Assist customers with debit and credit card inquiries, including ordering, closing, and troubleshooting issues.
• Support customers with online banking, mobile deposits, and person-to-person transfer systems.
• Assist customers with fraud-related issues and act as a liaison between customers and internal departments.

What This Job Offers

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