Job Description
Position Description
Client Care Representative
Department:Client Care Center
Location: Brookville Branch or Operations Center (Lebanon, OH)
Status: Full-Time Hourly Non-Exempt
Bank Operations Hours: M-Th 8:15-5:05. Friday 8:15-6:05, Saturday 8:15-1:05
Position Purpose
Serves customers by determining needs and taking next steps to meet those needs; answering inquiries; resolving problems; fulfilling requests; maintaining database.
Essential Duties and Responsibilities
- Professionally engages with customers/clients to identify their needs
- Answers inquiries by clarifying desired information; researching, locating, and providing information.
- Resolves problems by identifying and clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
- Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
- Sells additional services by recognizing opportunities to up-sell accounts; explaining new features.
- Maintains call center database by entering information accurately and efficiently.
- Serves as a key resource and support for Branch Operations teams, in particular in relation to opening new accounts and account maintenance functions
- Adheres to security and transaction processing by following established procedures; reporting malfunctions.
- Ability to work two Saturdays a month
Skills/Competencies
- Strong verbal and written communication skills
- Telephone skills
- Listening Skills
- Data Entry Skills (Microsoft Word, Microsoft Excel & Windows)
- Internal and External Customer Focus
- Accuracy and attention to detail
- Professionalism
- Ability to multi-task in an efficient and productive manner
- Team player and People/Interpersonal Communication Skills
- Problem solving skills
Education/Experience
- High School diploma or GED equivalent required.
- Customer Service or Banking/Branch Operations experience (preferred)
Working Conditions
- Ability to work two Saturdays per month (required)
- Must be able to remain in a stationary position 80% of the time
- Occasionally move/traverse to access files and equipment
- Constantly operates a computer and other office productivity machinery, such as a phone, calculator, copy machine, scanner and computer printer
- Ability to think, reason and communicate clearly
- The ability to observe and identify details at close range
- Occasionally lift up to 10 lbs.
Incumbent must be able to perform the essential functions of the position with or without reasonable accommodations.