Customer Care Representative

Job Purpose

Responsible for delivering exceptional service to customers regarding consumer banking products. Identify customer needs, provide product/service information, research and resolve any questions or concerns that the customer may have. This role requires a team-oriented individual who is detail-focused, with strong communication and time management skills.

• Handle inbound calls from external and internal customers, providing accurate and clear information about products, services, and policies.
• Maintain a friendly and professional demeanor, consistently demonstrating a positive, can-do attitude, and a readiness to assist.
• Perform various banking tasks such as money transfers, debit card orders/closures, loan payment processing, check orders, fee explanations, and addressing general banking inquiries.
• Diagnose and resolve issues with online banking and the mobile app by effectively guiding customers through troubleshooting steps without visual access to their screens.
• Collaborate with other bank departments to ensure seamless customer service.
• Adhere to call center guidelines, including call handling and wrap-up times, to maintain efficiency and service quality.
• Develop and maintain proficiency in bank systems such as IBS, Harland Clarke, Image Centre, Microsoft Outlook, Microsoft Teams, etc.
• Engage in active coaching sessions with peers, offering and receiving constructive feedback to promote overall team success.
• Work assigned shifts on a rotating basis to cover department hours, including potential extended hours for special projects.
  • 8:00am – 7:00pm EST Monday-Friday, 8:00am – 5:00pm EST Saturday.
  • Must be available to work on federal holidays, excluding major holidays such as New Years Day, Memorial Day, Independence Day, Labor Day, Veterans Day, Thanksgiving Day, and Christmas Day.
  • Must be willing to stay when needed for special projects.
• Will perform special projects as assigned.

• High school diploma, GED, or foreign equivalent required.
• College degree preferred.
• Previous call center and/or customer service experience is strongly preferred.
• Previous banking experience preferred.
• Excellent verbal and written communication skills.
• Strong attention to detail and problem-solving abilities.
• Proficiency in data entry and computer skills.
• Ability to work rotating shifts between 8:00am – 7:00pm EST Monday – Friday, and 8:00am – 5:00pm EST Saturday.
• Bilingual abilities are a plus.
• Trustworthy and confidential behavior is essential in this role.

• High school diploma, GED, or foreign equivalent required.
• Ability to work rotating shifts between 8:00am – 7:00pm EST Monday – Friday, and 8:00am – 5:00pm EST Saturday.

Our associates are each accountable for living the culture and values of the organization. This includes ensuring actions and behaviors create a positive and collaborative work environment, always acting with integrity and professionalism, and providing extraordinary customer service. Our goal is for you to be successful; to that end being reliable in terms of ensuring you are at work on time and work your schedule as well as actively pursuing your performance objectives will be fundamental in your contributing to the teams success as well as the organization.

Benefits package includes: 401(k) retirement plan with an employer match, employee stock purchase plan, various education assistance programs such as student loan and tuition paydown/reimbursement, paid vacation, and holidays. For full details of our benefits offerings, please visit

Equal Opportunity Employer M/F/Disabled/Vet;
If you are unable to complete this application due to a disability, contact  to ask for an accommodation, alternative application process, or other inquiries.