Accounting, Banking Services, Call Centers, Computer Skills, Cross-Selling, Customer Experience, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Satisfaction, Customer Support/Service, Customer Training, Detail Oriented, Documentation, Federal Laws and Regulations, Finance, Financial Regulations, Financial Reporting, Financial Statements, Financial Transactions, High School Diploma, Industry/Trade Analysis, Interpersonal Skills, Maintain Compliance, Mathematics, Microsoft Excel, Microsoft Outlook, Microsoft Word, Online Banking, Organizational Skills, Performance Metrics, Problem Solving Skills, Process Improvement, Promotional Programs, Reconciliation, Record Keeping, Regulatory Compliance, Reporting Skills, Resolve Customer Issues, State Laws and Regulations, Up-Selling
Apply
Job Type
Full-time
Description
Basic Qualifications
Education/Training: High school diploma or GED required, with an associate or bachelor's degree in accounting or finance being a plus
Skill(s): Strong interpersonal relations and communicative skills; moderate reading, writing, grammar, and mathematics skills; a working knowledge of bank operating policies, proficient computer skills, including Microsoft Word and Excel; Outlook; knowledge of various office machines, visual and auditory skills. Meticulous attention to detail and accuracy in record-keeping is essential.
Experience: Previous experience in banking call center and bank reporting or a similar role is beneficial.
Customer Care Center Summary
As a Customer Care Representative, you will serve as the first point of contact for customers who need assistance with their banking needs or concerns. One of your primary responsibilities is to provide exceptional customer service by addressing questions, resolving issues and promoting bank products and services when appropriate. You will handle a wide range of customer interactions up to and including calls, emails and chat features to ensure a positive customer experience to maintain the bank's reputation for excellence. In addition to assisting customers, you will also be responsible for back-office reporting and record keeping to keep the bank in compliance with state and federal regulations.
Requirements
Customer Care Center Summary
As a Customer Care Representative, you will serve as the first point of contact for customers who need assistance with their banking needs or concerns. One of your primary responsibilities is to provide exceptional customer service by addressing questions, resolving issues and promoting bank products and services when appropriate. You will handle a wide range of customer interactions up to and including calls, emails and chat features to ensure a positive customer experience to maintain the bank's reputation for excellence. In addition to assisting customers, you will also be responsible for back-office reporting and record keeping to keep the bank in compliance with state and federal regulations.
Essential Duties
- Customer Care:
- Respond promptly and professionally to customer inquiries via phone, email and chat features.
- Efficiently and accurately resolve customer issues including but not limited to account inquiries, transaction disputes and technical difficulties on online banking platform.
- Assist customers with account maintenance tasks such as password resets, account updates, and address changes, stop payments, CD renewals etc
- Serve as a subject matter expert as it relates to New Tripoli electronic/mobile offerings which includes but is not limited to: Online/Mobile banking functionality, Bill Pay, signing up for electronic statements, transfers, etc.
- Stay informed about the bank's products, services, and industry trends to provide up-to-date information to customers.
- Meet or exceed established performance metrics, including call quality, response time, and customer satisfaction.
- Educate customers about the bank's products and services, promoting cross-selling and upselling opportunities when appropriate.
- Collaborate with team members and other bank departments to resolve complex customer issues and improve overall customer service.
- Provide feedback and insights into management regarding common customer issues and potential process improvements.
- Proficiency in using customer relationship management (CRM) software and other relevant computer applications
- Back Office Record Keeping:
- Ability to reconcile accounts and detect errors is critical.
- Complete and review reports to ensure accuracy so the bank stays in compliance with state and federal regulations
- Proficient with financial transactions, reconciling accounts, and generating financial reports.
- Recording, classifying, and summarizing financial performance and transactions to provide information that is useful in making business decisions.
- Reporting and Administration:
- Generate financial reports and statements for supervisors.
- Maintain organized financial documentation.
- Ensure compliance with financial regulations and guidelines.
Discretion and honesty when handling confidential financial information is required.
Other duties as assigned.
Ancillary Duties
- Perform tasks which are supportive in nature of the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances.
Job Location
7747 Claussville Road
Orefield, PA 18069
Equipment/Machines
Telephone
PC/Computer keyboard
Printer
Copy machine
Scanner