Customer Care Rep. 1

Summary: To deliver world class customer service and satisfaction in daily interactions with our customers transacting business using alternate delivery channels.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Determine customers’ needs by listening and asking appropriate questions
• Resolve problems by clarifying issues, performing necessary steps and escalating when necessary
• Fulfill customers’ request
• Ensure accuracy and completeness in all documentation
• Work with other departments to build working relationships centered around the customer and service excellence
• Provide support and offer product information as needed to ensure customer satisfaction and aid in retaining customers’ business
• Prompt, courteous, friendly and professional responses to each customer
• Complies with all applicable banking regulations
• Follows Red River Bank policies and procedures
• Attends and completes all required training
• Meet quality assurance requirements and other key performance metrics

Competencies - to perform the job successfully, an individual should demonstrate the following competencies:

• Attention to detail
• Mastery of applicable systems and applications
• Understanding of products and services offered by Red River Bank
• Maintain confidentiality
• Strong oral skills
• Strong customer focus
• Excellent listening skills
• Ability to build rapport and build relationships
• Demonstrate helpful disposition and empathy through effective problem resolution
• Present the bank in a professional and friendly manner
• Able to work independently as well as a team with outside departments

Education

• High school diploma or equivalent work experience
• 1-2 year experience in a customer service environment

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successsfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to walk; sit; use hands to finger, or feel; reach with hand and arms and talk or hear. Specific vision abilities required by this job include close vision.

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet to moderate.