Customer Care Representative

Home Bank•Lafayette, LA

About The Position

This position consistently provides exceptional customer service in a timely and accurate manner, resulting in customer satisfaction and retention. Provides direct assistance to customers by utilizing all methods of communication. The role involves marketing products and services to customers who contact the bank through the Contact Center, answering inquiries professionally and enthusiastically, and logging calls. Responsibilities include researching inquiries, resolving customer concerns regarding various account issues, quoting rates, providing payment service information, researching transactions, and providing service and maintenance for debit and credit cards. The representative will also encourage enrollment in Mobile and Internet Banking services, assist with digital channel access, and keep management informed of customer feedback. The role requires handling customers through to completion, routing only when appropriate, and using tact and skill to manage customer requests. Other related duties as required.

Requirements

High School Diploma or equivalent required
Minimum two years of previous experience in Contact Center or Customer Service
Knowledge of telecommunications system
Exceptional verbal, written, and interpersonal communication skills
Excellent analytical and problem-solving skills including ability to diagnose, resolve or escalate a critical situation.
Excellent reading and comprehension skills including policies, procedures, regulations, instructions, correspondences and memos.
Ability to quickly assess (by phone) the customer needs and make recommendations or provide information to the customer.
The ability to speak listen to understand information and ideas presented through spoke works and sentences.
Work Independently with no direct supervision
Must be able to work flexible hours that could range from (8:00 AM – 8:00PM) M-F; 8:00 AM -2:00PM, on a rotating Saturday work schedule.
Good credit is a must
Credit report is required for employment

Nice To Haves

Previous work experience in a financial institution preferred.

Responsibilities

Market products and services to customers who contact the bank through the Contact Center using any method of communication
Answer all incoming phone/electronic inquiries regarding Bank products and services professionally and enthusiastically in accordance with established policies and procedures
Log incoming calls in Call Manager and Cisco Finesse
Research inquiries using all resources available
Resolve customer concerns regarding account issues such as balance inquiries, checks, deposit status, stop payments, transfers, errors, statement questions, rate information, update contact information, name, email and address changes, loan questions, loan payoffs, loan payments, website, cancel/reorder Debit cards, order checks, process payments, file disputes, process consumer wires, etc.
Quote CD rates and loan payoffs
Provide payment service information for Pay my Loan
Research transactions on both debit cards and credit cards
Provide service and maintenance for debit card and credit card requests
Encourage and offer assistance in the enrollment of Mobile and Internet Banking services
Assist with Internet Banking and Mobile resets and issues for personal and business customers
Assist with all digital channel access
Keep Contact Center management informed of the “pulse” of our customers.
Display a genuine concern for resolving customer concerns
Handle the customer through to completion and only route the customer/inquiry to the appropriate department for further research/resolution when appropriate to do so using a warm transfer.
Use tact and skill to handle the customer request
Perform other related duties as required