Towne Member Care Representative I

Towne Family of Companies • Suffolk, VA

1d

About The Position

TowneBank is seeking enthusiastic individuals with excellent communication skills who enjoy helping our TowneBank Members in a team-oriented, contact center environment. Towne Member Care Team Members are responsible for handling a wide variety of inbound calls regarding banking products and services in a prompt and courteous manner. Candidates must possess a solid history of customer service to include handling escalated, in-depth and detailed conversations. Essential Responsibilities: Telephone support for at least one of the following: Towne-Personal/Towne-Biz and all related products and services, Consumer Mobile Banking, Towne24 VRU, Card Services, Loan Services, and Deposit Services Provide online support to members via secure email Assist TowneBank Bankers with member requests Meet and/or exceed established goals for quality and productivity Identify, diagnose, and resolve member issues with a focus on First Call Resolution Adheres to applicable federal laws, rules, and regulations including those related to Anti-Money Laundering (AML) and the Bank Secrecy Act (BSA). Handle other duties and projects as assigned

Requirements

• High School Diploma or equivalent
• Computer skills (MS Windows, Word, Excel and Internet)
• Must possess PC Skills with the ability to toggle between multiple systems simultaneously
• Motivated team player
• Excellent communication skills
• Excellent organizational skills
• Strong member service skills and professional demeanor
• High level of time management, attendance, and punctuality
• Ability to multi-task
• Has a positive attitude, passion for helping, and a continuous improvement focus

Nice To Haves

• Previous experience in a customer service, call-center and/or banking environment is preferred
• College Degree in related field
• Bi-lingual (Spanish) skills

Responsibilities

• Telephone support for at least one of the following: Towne-Personal/Towne-Biz and all related products and services, Consumer Mobile Banking, Towne24 VRU, Card Services, Loan Services, and Deposit Services
• Provide online support to members via secure email
• Assist TowneBank Bankers with member requests
• Meet and/or exceed established goals for quality and productivity
• Identify, diagnose, and resolve member issues with a focus on First Call Resolution
• Adheres to applicable federal laws, rules, and regulations including those related to Anti-Money Laundering (AML) and the Bank Secrecy Act (BSA).
• Handle other duties and projects as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees