Customer Care Rep

General Description

The Customer Care Representative is responsible for increasing Queensborough Customer Loyalty by ensuring a consistent, positive and valuable customer experiences. Customer Care Representative will provide telephone support and problem resolution by determining customer needs, responding to inquiries, and updating and maintaining customer information.

Key Responsibilities

• Answers incoming customer phone calls, chats and video calls in a timely manner.
• Provides resolution to customer issues by researching requests, offering solutions, and providing follow up or escalation as needed
• Proactively provides alternative banking solutions when needed
• Knowledge of bank policies and procedures and acts as subject matter expert on all bank customer related systems
• Knowledge all products offered by Queensborough
• Provides support to branches on customer service related processes and procedures
• Escalates customer service issues to Customer Care Team Leader as needed
• Stays aware of any new or updated information related to bank products and procedures
• Meets productivity and performance goals while providing excellent customer service
• Participates in Customer Care center team goals
• Provides back up support to branches in customer service issues
• Participates in Customer Care Center Quarterly Training
• Assists in identification and development of market process efficiencies.
• Provides customer support for Deluxe, ClickSWITCH and other customer related products
• Acts as a supportive team player and a champion of the Queensborough brand both internally and externally within the community
• Flexible work schedule including Saturdays

Experience

Required

• 3 - 5 years: Basic understanding of compliance controls, risk management, operating policies and procedures, and fraud prevention.
• 3 - 5 years: Retail banking experience

Preferred

• Spanish speaking preferred but not required

Education

Preferred

• Bachelors or better

Skills

Preferred

• Professionalism
• Organization
• Interpersonal
• Verbal Communication

Behaviors

Preferred

• Team Player: Works well as a member of a group
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Functional Expert: Considered a thought leader on a subject

Motivations

Preferred

• Goal Completion: Inspired to perform well by the completion of tasks
• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
• Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)