Customer Care Concierge

Description

Pay Range: $15.44 USD – $17.36 USD
. Final offers are based on skill set, experience, location, qualifications and other job‑related factors.

Responsible for providing professional customer service promptly while building customer rapport, maintaining loyalty and satisfaction, and promoting bank products and services through cross‑sell opportunities.

• Manage incoming and outgoing phone calls, represent the bank courteously, keep accurate records, perform transactions, and update customer records.
• Handle complaints and incidents, provide solutions or alternatives, document issues, and ensure timely resolution.
• Monitor web‑based modules for customer/vendor correspondence, troubleshoot issues, detect suspicious activities, and ensure proper handling.
• Identify customers’ needs and cross‑sell or make referrals to bank products and services.
• Process and reconcile various forms and reports to meet customer needs and ensure accuracy and compliance.
• Meet or exceed established referral goals.
• Send communications via appropriate electronic channels to promote products and keep customers informed.
• Perform data entry and work with various software programs.
• Compile, process, and monitor reports.
• Maintain information on the Bank’s intranet as directed.
• Maintain documentation following record‑retention guidelines.
• Maintain familiarity with applicable laws, regulations, and safety guidelines, and assist in ensuring compliance.
• Assist in developing and updating procedures and training materials for customer service.

• High School diploma or equivalent.
• Minimum of one year of experience in banking, customer service, or a related area.
• Strong organizational skills and attention to detail.
• Excellent problem‑solving, prioritization, and deadline‑meeting abilities.
• Critical thinking and sound judgment in decision making.
• Ability to promote, sell, and cross‑sell bank products to meet referral goals.
• Strong verbal and written communication skills with employees, customers, vendors, and management.
• Knowledge of company policies and procedures.
• Friendly, helpful, and courteous attitude toward customers and colleagues.
• Basic mathematical skills (fractions, percentages, ratios, proportions).
• Proficiency with a calculator, computer, and applicable software, including Microsoft Office (Word, Outlook, Excel).

• Paid time off, medical, dental, vision, and life insurance.
• 401(k) plan.
• Tuition assistance.
• Career development opportunities, including approved company‑paid training.

Must be able to lift and carry 25 pounds for a distance of 50 feet.

The company is an Equal Opportunity Employer, drug‑free workplace, and complies with ADA regulations and other applicable laws and regulations. All duties and responsibilities are essential functions and subject to reasonable accommodation for individuals with disabilities.