Citywide Banks is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.
Citywide Banks is a growing dynamic organization with many locations offering uniquely different banking and financial solutions for businesses and personal clients. As a performance driven company, we strive to create a culture of excellence with high standards, and high values while providing outstanding growth and involvement opportunities for employees. Join a team that makes “Great Things Happen!”™
Under close supervision, the Customer Care Rep I HOC is responsible for providing excellent customer service to both internal team members and external customers regarding a variety needs. Main objective is to project the professional organizational image through telephone, electronic (e-mail), social media, chat and written interaction with the both HTLF member bank employees and customers. The Customer Care Rep I must adhere to all bank policies and procedures.
PRIMARY & ESSENTIAL RESPONSIBILITIES:
Responds to both internal and external customer inquiries through a variety of mediums such as: e-mails, chat, telephone, etc. in a courteous and timely manner as outlined in the department’s established service levels.
Assists internal and external customers with troubleshooting, recommending possible solutions, or determining when to escalate a problem to management or referring to a technical expert within the area.
Accurately processes orders, forms, applications, and requests submitted within SLA timeframe.
Completes customer contact logs.
Recognizes and reports to management trends in internal and external customer calls that may identify system/product related issues.
Assists with all banking deposit product inquiries including: checking, savings, certificate of deposit, internet banking, debit card, and mobile banking.
Completes annual E-Learning Plan and Bank Secrecy Act (BSA) training as assigned and keeps up-to-date knowledge of BSA as it relates to the job function.
Performs other duties as assigned.
This position does not have supervisory responsibilities.
High School Diploma/GED
Business related college courses preferred
6-12 months of customer service experience.
Experience using Microsoft Office Suite.
Ability to demonstrate an understanding of electronic banking services especially, but not limited to, internet banking, bill payment, mobile banking, and ATM/debit card.
Have previous experience using social media, instant chat, e-mail, etc.
Demonstrated knowledge of current technologies such as used: tablets, computers, smart phones, etc.
Knowledge of general banking practices preferred.
Scheduled Weekly Hours:
The targeted salary for this role is:
You may also be offered incentive compensation, and benefits. Compensation may vary and is based on geographic location of the specific role as well as the skills and experiences of the selected candidate.
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