Customer Care Representative

Stock Yards Bank & Trust•Louisville, KY

16h

About The Position

Stock Yards Bancorp, Inc. (NASDAQ: SYBT), parent company of Stock Yards Bank & Trust Company, with offices in Louisville, Central, Eastern and Northern Kentucky, as well as the Indianapolis, Indiana and Cincinnati, Ohio metropolitan markets. Job Title: Customer Care Representative FLSA Status: Non-exempt Department: Customer Care Hours of Operation: Monday-Thursday 8:30-5, Friday – 9-5:30, Saturday rotation General Job Summary: Responds to all customer inquiries coming to the main phone queue of the bank. Reply to secure customer messages through online banking and emails from customers via the Contact Us section of the SYB website. Organizational Duties and Responsibilities: Supports the mission, vision and philosophy of the Bank. Complies willingly with all organizational policies and procedures. Supports all functions that maintain compliance with regulatory agencies. Essential Duties and Responsibilities: Support customer retention through the following: Create a WOW customer experience for every customer in every interaction—via telephone, email or website contact Meet established goals of quality, efficiency, and accuracy by assisting customers with questions and/or concerns on all deposit/loan accounts and services—channeled through telephone, email or website contact Recommend and educate customers on other bank services as appropriate Perform operational tasks including account maintenance such as address and phone number updates; unlocking online banking accounts; troubleshooting online account issues; required maintenance for debit card activity such as limit increases and travel exemptions Other Functions: Exercise duties and responsibilities in a manner that demonstrates self-accountability and supports a team environment Support other Deposit Operations areas as needed Working Conditions: Office environment, within a cubicle, using various computer applications. Will work in Deposit Operations in the call center location where there are long periods of sitting in a workstation logged in to take phone calls. Minimum Job Requirements: Education: High School Diploma /GED Experience: Banking / customer service background or call center experience Specific Skills: Excellent verbal and written communication skills; ability to multi-task using several software programs to service customer questions/needs. Specialized: PC proficiency - good phone voice – professional demeanor; Familiar with the use of technology such as mobile apps and various browsers. Physical Requirements: The physical demands described here are representative of those that must be met by an employee in order to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Primarily sedentary work performed in an office environment Ability to sit for extended periods of time while working at a computer Frequent use of hands and fingers to operate a computer, keyboard, mouse, and other office equipment Ability to speak clearly and hear well enough to communicate with clients, team members, and vendors via phone, video, and in person Visual acuity sufficient to read computer screens, printed documents, and financial data Occasional standing, walking, bending, or reaching Ability to lift and carry up to 10–15 pounds occasionally (e.g., files, office supplies)

Requirements

High School Diploma /GED
Banking / customer service background or call center experience
Excellent verbal and written communication skills
Ability to multi-task using several software programs to service customer questions/needs.
PC proficiency
Good phone voice
Professional demeanor
Familiar with the use of technology such as mobile apps and various browsers.

Responsibilities

Responds to all customer inquiries coming to the main phone queue of the bank.
Reply to secure customer messages through online banking and emails from customers via the Contact Us section of the SYB website.
Create a WOW customer experience for every customer in every interaction—via telephone, email or website contact
Meet established goals of quality, efficiency, and accuracy by assisting customers with questions and/or concerns on all deposit/loan accounts and services—channeled through telephone, email or website contact
Recommend and educate customers on other bank services as appropriate
Perform operational tasks including account maintenance such as address and phone number updates; unlocking online banking accounts; troubleshooting online account issues; required maintenance for debit card activity such as limit increases and travel exemptions
Exercise duties and responsibilities in a manner that demonstrates self-accountability and supports a team environment
Support other Deposit Operations areas as needed