Customer Care Representative

First Citizens Bank (Iowa)•Mason City, IA

9d•Onsite

About The Position

The Customer Care Representative serves as an initial point of contact for customers at a bank branch, greeting customers professionally in person and by phone and directing them to the appropriate personnel. The role operates with minimal supervision and requires product knowledge, a business development attitude, and professional handling of confidential information. The representative supports customer service and branch operations by responding to customer questions and requests, maintaining an inviting and organized office environment, providing clerical and project support, and assisting tellers or Business Banking Assistants when needed. The position also supports customer transactions and special requests, coordinates resources to expedite workflow, and helps ensure compliance with bank policies and security requirements.

Requirements

High school graduate or equivalent.
Ability to perform basic mathematical calculations, including addition, subtraction, multiplication, division, and decimals, for account transactions.
Ability to work with the public, present a professional image of the bank, and service inquiries, requests, and complaints from prospective and current customers.
Customer-service skills, including customer focus, active listening, and friendly, courteous, and efficient service.
Clear and concise verbal and written communication skills, including communication in person, by telephone, and by email.
Initiative and ability to think and act without being asked.
Ability to work collaboratively with a group to coordinate and support daily tasks.
Attention to detail and accuracy, including adherence to standards.
Ability to identify business and personal career goals and review progress toward them.
Understanding of personal strengths and opportunities for improvement.

Responsibilities

Greet customers in a professional, friendly, and courteous manner in person and by phone, answer questions, and direct customers to appropriate personnel.
Promote customer satisfaction by providing information, responding to requests, listening to customer needs, and extending common courtesies.
Maintain an inviting environment for customers and help keep the office, kitchen, conference rooms, storage areas, and communal spaces clean, stocked, and organized.
Provide support on various projects and clerical tasks.
Assist tellers or Business Banking Assistants when needed.
Complete special customer requests, which may include closing accounts, ordering checks, providing special statements or copies, and making referrals.
Process customer transactions by maintaining safe deposit box records, invoicing customers for services, and verifying transactions for accuracy when needed.
Assist with imaging and/or callback duties when needed.
Coordinate internal and external resources to expedite workflow.
Maintain a basic understanding of the bank's products and services.
Maintain customer confidence and protect bank operations by keeping information confidential.
Attend mandatory compliance and security sessions, monitor daily work for adherence to applicable regulations and procedures, and promptly correct deficiencies.
Contribute to team efforts and accomplish related tasks as needed.