The Customer Care Center Agent position is responsible for answering incoming phone calls promptly and in a calm and friendly manner, assist customers with questions regarding their depositing or loan accounts, troubleshoot online/mobile banking issues, provide live chat support for our digital banking, monitor our Fraud Anomaly Detection Service (FAD) for unusual activity on customer online banking accounts, process over-the-phone loan payments, research and collect documents pertaining to payments or deposit accounts, assist customers through our Interactive Teller Machines (ITMs) with deposits, payments, withdrawals, and check cashing, process returned mail by gathering updated customer information, raise and lower debit card withdrawal limits per customer request, update customer travel information, monitor and assist with debit card fraud monitoring and case handling, determining customer needs and choosing the course of action to best handle the situation in a timely manner.

Job Duties:

• Maintain a position of trust and responsibility by keeping all customer’s business confidential. 
• Establish, maintain, and grow working relationships with partners. 
• Continue to build and maintain world class service levels. 
• Make decisions with well-developed interpersonal skills. 
• Acquire, use, and maintain knowledge of all bank products including but not limited to deposit, loan, cash management, and other products. 
• Must be self-motivated, self-confident with the ability to perform well in a relationship building environment, interact well with customers and team members in a professional manner. 
• Follow operational standards regarding security, risk management, and compliance, interpret documents such as safety rules, account documents, operating and maintenance instructions, consumer loan documents and procedure manuals. Understand and use CSI’s Customer Resource Center (CRC).
• Define and offer solutions to resolve problems. Use their knowledge of the organization to identify helpful resources. 
• Complete special projects as assigned.
• Complete required training for all bank and branch policies and procedures. 
• Direct and assist customers in becoming proficient and comfortable with the bank’s Interactive Teller Machines (ITM) to help increase the overall usage of the ITM system (both through self-service and video tellers).
• Respond to customer concerns, resolve complaints with continuous follow-up and fulfilment of their needs and concerns.

Education, Experience and Job Skills: 

A successful candidate will be an energetic, enthusiastic team player with excellent communication, problem solving, customer service, and cross-selling skills. This position requires strong conversational skills, and organizational skills.

• High school diploma or general education degree (GED). 
• Prior job experience with customer contact is required. 
• Flexible team player with excellent oral and written communication and customer service skills. 
• Establish and maintain working relationships with partners at their location and Microsoft Teams and telephone. 
• Pass background and credit standards.
• Learn and become proficient with computers, software, and core systems. 
• Trustworthy and confidential behavior is essential in this role. 

Basic Qualifications: 

• Valid Driver’s license. 
• Reliable transportation.

Responsibilities for this position:

• Customer Service and Product Knowledge:
  • Assist customers with processing transactions, such as deposits, withdrawals, and payments.
  • Good communication skills – able to speak effectively with customers both internally and externally.
  • Provide exceptional customer service with a pleasant personality and communication skills.
  • Maintain a working knowledge of all products offered by the Bank and able to inform customers about bank products and services and make recommendations based on their needs.
• Account Management:
  • Research and assist in resolving account discrepancies and answer banking-related inquiries.
• Documentation:
  • Track, record, and report transaction details, ensuring accuracy and compliance with bank policies and procedures.
• Cash Handling:
  • Detail oriented and able to apply basic math principles
  • Maintain and balance cash drawers, reconcile discrepancies, and strap cash for storage
• Technology:
  • Able to understand and use new technology – use and maintain knowledge of all products offered by the Bank – Assist customers with all technology
• Skills:
  • Strong communication, organizational, and analytical skills.
• Experience:
  • Previous customer service or cash handling experience is a plus but not required.
• Attributes:
  • High School Diploma or equivalent
  • Basic math and computer skills
  • Able to pass a background check
  • Professional appearance and courteous manner
  • Good attendance and punctuality, detail-oriented, proactive, able to perform well in a relationship-building environment, interact well with customers, and able to work independently and as part of a team.
  • Adhere to all operational, security, risk, and regulatory related policies and procedures.

Qualifications for this position:

Schedule hours include early morning or afternoons Monday – Friday and Saturday mornings.  There is some flexibility with hours. Hours and location may change based on operating need.  Pay will be determined based upon level of experience.

Equal Opportunity Employer