Customer Care Advisor Job Ashland area,Virginia USA,Customer Service/HelpDesk

Position: 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 Education al & Experience Requirements

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

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 ès required 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
Hybrid

Qualifications Experience Preferred

High School diploma required;
Associates degree or a minimum of two years of college preferred
Minimum of one year call center experience preferred
Minimum of two years operational experience inHam financial services industry or equivalent work experience with a working knowledge of e-services (online banking, mobile banking, ATM processing and other electronic payment channels) preferred

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.

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