Customer Care Representative I

Marquette Savings Bank•Meadville, 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 representative uses knowledge of the bank’s products and services to assist customers, answer questions, resolve issues, and make appropriate recommendations and referrals. Position level assignment is based on experience, performance, and longevity in the position. The role requires handling customer information securely and confidentially, applying bank policies and procedures, and supporting customers with account and service requests. The representative may also assist with duties of the senior customer care representative and perform other duties 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.
Knowledge of and comfort 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 whole numbers, common fractions, and decimals.
Ability to balance and perform mathematical computations accurately.
Ability to apply commonsense understanding to carry out detailed written or oral instructions.
Ability to use sound reasoning to negotiate payment orders.
Ability to perform the described physical tasks, including occasional lifting or moving of up to 25 pounds.

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 conduct business at the bank.
Examine checks for endorsements and negotiability and qualify documents according to established policy and procedure.
Provide customers with proper receipts for payments.
Consult with prospective, new, and current customers about available 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 information about customer accounts and route it to the appropriate 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 available bank services to customers.
Conduct all duties while maintaining a high level of customer information security and confidentiality.
Assist with duties of the senior customer care representative as needed.
Perform other duties as necessary.