Customer Care Representative - Henderson

Job Title: Customer Care Representative

FLSA Status: Non-exempt

Department: Customer Care

Hours of Operation:

8:30am CT – 5pm CT Monday – Thursday

9:30am CT – 6pm CT - Friday

Rotating Saturdays – 8am CT
-12pm CT

Responds to all customer inquiries coming to the main phone queue of the bank. Reply to secure customer messages through online banking and emails from customers via the Contact Us section of the SYB website.

• Supports the mission, vision and philosophy of the Bank. Complies willingly with all organizational policies and procedures.
• Supports all functions that maintain compliance with regulatory agencies.

• Support customer retention through the following:

• Create a WOW customer experience for every customer in every interaction—via telephone, email or website contact
• Meet established goals of quality, efficiency, and accuracy by assisting customers with questions and/or concerns on all deposit/loan accounts and services—channeled through telephone, email or website contact
• Recommend and educate customers on other bank services as appropriate

• Perform operational tasks including account maintenance such as address and phone number updates; unlocking online banking accounts; troubleshooting online account issues; required maintenance for debit card activity such as limit increases and travel exemptions

• Exercise duties and responsibilities in a manner that demonstrates self-accountability and supports a team environment
• Support other Deposit Operations areas as needed

Office environment, within a cubicle, using various computer applications. Will work in Deposit Operations in the call center location where there are long periods of sitting in a workstation logged in to take phone calls.

Education: High School Diploma /GED

Experience: Banking / customer service background or call center experience

Specific

Skills:

Excellent verbal and written communication skills; ability to multi-task using several software programs to service customer questions/needs.

Specialized: PC proficiency - good phone voice – professional demeanor;
Familiar with the use of technology such as mobile apps and various browsers.

The physical demands described here are representative of those that must be met by an employee in order to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Primarily sedentary work performed in an office environment
• Ability to sit for extended periods of time while working at a computer
• Frequent use of hands and fingers to operate a computer, keyboard, mouse, and other office equipment
• Ability to speak clearly and hear well enough to communicate with clients, team members, and vendors via phone, video, and in person
• Visual acuity sufficient to read computer screens, printed documents, and financial data
• Occasional standing, walking, bending, or reaching
• Ability to lift and carry up to 10–15 pounds occasionally (e.g., files, office supplies)