Customer Care Representative

This role has the opportunity to work hybrid. During the interview process, our Talent Acquisition Team will share additional details with you.
The Customer Care Representative will be responsible for front line call resolution relating to financial inquiries and technical assistance requests in a courteous, confident and professional manner, while using independent judgement calls and provide an exceptional customer service experience in all interactions.
Responsibilities
First point of contact in regards to customer inquiries and technical assistance on account and system issues. Answer constant inbound calls accurately and consistently in a professional, confident manner to accomplish first call resolution through trouble shooting techniques providing excellent customer satisfaction.
Professionally research, resolve, update customer records, document calls and de-escalate customers questions and issues. Educate customers on Independent Financial products and services.
Maintain working knowledge of Independent Financial products. Multi-task and navigate multi systems simultaneously including Independent Financial systems as well as third party systems including

• ID authentication: Robust authentication system using Lexus Nexus for various high risk process performed by the representative when assisting a customer.
• Core deposit system: Facilitate account inquiries, account history, stop payments, transfers, address changes, transaction research for customers, loan inquiries, tax information, loan advances, assistance reactivating dormant accounts.
• Debit card: order and close cards, troubleshoot decline reasons, activation assistance, travel alerts, case tracker assistance, debit card increases.
• Debit card dispute: Interview customer asking specific questions to determine what type of dispute to process. Follow up with customer throughout the dispute process in additional information is needed. Act as the liaison between the customer and the debit card department.
• Credit card: Provide information to customers to assist is selling credit cards.
• Bill pay systems: Assist customer in adding payees, adding funding accounts, setting up alerts, stop payment for bill payments, limit increases.
• Online banking systems: Enrollments, adding/deleting accounts, unlocking profiles, assistance with password resets, enrollment error codes, assistance with secure access codes, browser reset.
• Mobile deposit systems: assist with mobile deposit enrollments, troubleshoot mobile payments, deposit research.
• Person to person transfer systems: Enrollment assistance, payment inquiries, disputes, error messages troubleshooting transactions.
• Fraud: Assist customers with fraud for all Independent Financial products, notify internal departments when fraud is reported.

Act as a liaison between customers and various departments.
Qualifications
Education

• High school diploma or equivalent

Minimum Experience

• 1-2 years in financial services preferred
• 1-2 years call center experience preferred
• 2 years of customer service preferred

Knowledge/ Skills/ Abilities

• Strong interpersonal and customer service skills
• Ability to accurately interpret information as well as demonstrate problem solving and analytical thinking skills
• Application of good judgment and decision making
• Ability to work efficiently both independently and as part of a team
• Ability to prioritize work to meet deadlines and productivity goals
• Ability to work under pressure and cope with stress effectively
• Ability to work in a fast-paced environment
• Demonstrate a general level of knowledge of Bank Secrecy Act and OFAC related responsibilities in the performance of daily operations to ensure adherence to bank policies and compliance with all regulatory requirements

Job Details:
Regular
To all recruitment agencies: Independent Financial does not accept agency resumes without formal engagement of the agency. Please do not forward resumes to Independent Financial employees or any other organization location. Independent Financial is not responsible for any fees related to unsolicited resumes.