Customer Care Representative/Sr. Customer Care Representative

Exchange Bank•Santa Rosa, CA

2h•$20 - $26•Onsite

About The Position

This position is scheduled for 38 hours per week, with a work schedule of 9:00 am to 6:00 pm on Monday, Tuesday, Thursday, and Friday, and 8:30 am to 2:30 pm on Saturday. The work schedule is subject to change based on the business needs of the Bank. For the Customer Care Representative role, the primary focus is on Customer Service (70%), involving answering incoming phone calls, handling general to complex customer inquiries about accounts and Bank products, authorizing minor financial adjustments, initiating various account transactions, solving customer problems, providing Online Banking support, and opening new customer accounts. A portion of the role (20%) is dedicated to Sales, which includes determining customer financial needs, cross-selling products, following up with customers, marketing Bank products, and referring customers to other departments. Non-essential functions (10%) include performing other assigned duties. The Senior Customer Care Representative performs all duties of the Customer Care Representative, with additional responsibilities in Customer Service (55%), including proactively solving complex problems, resolving escalated issues, and participating in pilot groups for software testing. Sales responsibilities remain at 20%. A new component is Training Support (15%), which involves training and supporting Customer Care Representatives with complex problem resolution, directing them to resources, and training and monitoring new employees in the Peer Mentoring program. Non-essential functions remain at 10%.

Requirements

Knowledge of modern office administration methods and procedures.
Skills operating a personal computer including word processing, spreadsheet, presentation, and account management software.
Proficient in basic mathematics.
Ability to complete New Employee test with a 90% or better within 3 months of hire.
Thorough knowledge of Bank software applications such as Decision Pro and Desktop (Senior role).
Ability to complete Senior Customer Care Representative test with a 90% or better (Senior role).
Ability to stand, bend, stoop, sit, walk, twist and turn.
Ability to lift up to 25 pounds occasionally.
Ability to use a computer keyboard and calculator.
A combination of education and experience equivalent to a high school diploma and knowledge typically gained through a minimum of one year customer service, call center, banking or retail sales experience (Customer Care Representative).
A combination of education and experience equivalent to a high school diploma and knowledge typically gained through a minimum of two years experience as a Customer Care Representative (Senior Customer Care Representative).

Responsibilities

Answer incoming phone calls and transfer calls to appropriate person.
Answer general to complex customer inquiries regarding accounts, Bank products and information.
Exercise discretion in authorizing minor financial adjustments; waive fees, raise debit card limits, etc.
Initiate input for fund transfers, stop payments, account maintenance, corrections, address changes, and check orders, following all Bank policies and procedures.
Solve customer problems ranging from simple to complex and resolve complaints.
Interview customers regarding ATM/debit card transactions reported as fraudulent and work with third party processor to prepare and file Reg E claims.
Provide Online Banking support by assisting customers with log on problems, password resets, browser issues, navigation and education, and bill pay questions.
Perform research to provide answers and alternatives for customer while maintaining bank standards and policies.
Open new customer accounts.
Order new checks for customer accounts.
Order new ATM/DEBIT cards and cancel cards lost, stolen or with fraudulent activity.
Interview customers and complete loan applications.
Quote rates and terms to customers on consumer loans.
Answer customer inquiries regarding loans.
Determine financial needs of customers and offer appropriate products.
Cross-sell products and services to achieve individual goals.
Follow-up with customers to ensure satisfaction and cross-sell additional products.
Market and actively promote Bank products through community events.
Refer customers to other Bank departments for additional financial service products.
Work with other departments to successfully to complete the sales cycle.
Proactively solve complex problems and provide timely resolution (Senior role).
Resolve complex customer complaints and handle escalated issues and customer calls when needed (Senior role).
Participate in pilot groups for testing software applications and reviewing Bank procedures (Senior role).
Raise VIP limits on Debit cards (Senior role).
Train and support Customer Care Representative with complex problem resolution (Senior role).
Direct Customer Care Representative to appropriate resource material to answer questions (Senior role).
Train and monitor new employees in Peer Mentoring program, including answering new employees’ questions, reviewing milestones, coaching through difficult issues, reviewing work assignments, communicating product knowledge and advising Manager on new employees’ progress (Senior role).
Perform other duties as assigned.