Customer Care Center Agent

Customer Care Center Agent I

To provide clients with accurate answers and information concerning their accounts, policies and procedures within established service levels and service quality metrics.

Specific Job Functions (Duties/Responsibilities):

• Provide service support to Southern Bank clients initiating contact via the Customer Care Center, which may involve questions regarding products, online support and their accounts.
• This position communicates directly with clients, as well as internal service partners, to effectively resolve issues, questions, and service requests.
• The Customer Care Center Agent will utilize skills and expertise to deliver premier customer service through defined procedures, established policies, and their own robust knowledge.
• This position is responsible for client satisfaction and retention through accurate and thorough processing, efficient problem solving, and effective service partner assistance.
• Perform other duties as assigned.

Job Requirements:

Knowledge/Skills/Abilities

Required:

• Maintain a professional and pleasant manner under pressure
• Maintain up-to-date knowledge of all Bank services and products
• Proactive teamwork and cooperation
• Adhere to established service level and quality assurance metrics
• Excellent customer service skills including ability to handle difficult customer situations
• Excellent communication and listening skills
• Ability to handle detailed documentation
• Ability to engage with clients verbally while simultaneously completing online documentation of the conversation
• Strong PC skills with emphasis on Microsoft office applications
• Previous experience in service desk environment preferred

Education/Experience Requirements:

• High School diploma or general education degree (GED) or equivalent.
• Previous community Banking experience with new accounts preferred.
• One to two years of previous experience in customer contact or sales roles preferred.
• Capable user of standard office equipment/software applications.