Customer Care Advisor I

Position Summary:  This position is responsible for providing quality service across multiple channels to all bank customers in an efficient and professional manner. 

Essential Functions

• Builds relationships and serves customer needs via phone and chat in an efficient, high-quality manner ensuring the best possible customer experience
• Understands and consistently meets department KPI’s related to quality and efficiency adhering to quality assurance standards outlined in the quality assurance rubric
• Adhere to schedule ensuring that breaks and lunches are taken as indicated by the daily schedule
• Receptive to coaching and feedback
• Maintains strong understanding of policy, products, procedures, and tools
• Effective navigation of multiple systems
• Looks for creative solutions for customers for the sake of strong relationships and customer retention
• Regular, reliable and predictable attendance.

Marginal Functions

• Peer/new hire coaching
• Special projects
• Product testing
• Maintain compliance with and adhere to all state and federal regulations and Bank policies and procedures, including, but not limited to Bank Secrecy Act, SAR, CTR, FACT ACT, Community Reinvestment Act, EEO, and fair employment practices
• All other duties as assigned

 Minimum Educational & Experience Requirements

• High School diploma required
• Minimum of one year call center experience preferred
• Minimum of two years operational experience in a high volume, customer facing environment

Minimum Skill Requirements

• Ability to work independently with minimal supervision
• Superior interpersonal skills. Must be able to effectively communicate with management, bank employees, bank clients, and outside vendors
• Knowledge of the banking environment, computer hardware, software applications, networks, and operating systems
• Ability to make sound recommendations to management
• Excellent organizational and time management skills
• Excellent computer skills in current computer technology
• Ability to effectively multi-task, work under pressure, and to meet tight deadlines
• Excellent written and oral communication skills
• Excellent computer skills relevant to Microsoft Office Suites (i.e. Word, Excel, Outlook)
• Must be willing to work a combination of early morning, late night, and weekend shifts.  Rotating schedule subject to change, flexibility and dependability required

Physical Demands

In terms of an 8-hour workday, “occasional” equals 1% to 33%, “frequent” equals 34% to 66% and “continuous” equals 67% to 100%.  However, some duties are performed monthly, annually or sporadically throughout the year and are essential functions.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions of the position, if the accommodation does not impose an undue hardship that would require significant difficulty or expense.

• Continuous stationary position, particularly, but not limited to, at a desktop computer
• Continuous visual review of documents such as financial statements, contracts, spreadsheets, policies, process guides, and other electronic and printed material
• Frequent high stress periods of high-volume work with tight deadlines
• Continuous repetitive use of hands/arms; particularly concerning to typing, writing, phone & computer use
• Continuous communication: verbal and written, in-person, phone and electronic

Work Environment

• Hybrid