Customer Care Agent

CCB Community Bank; Andalusia (AL); On-site; USD 19,000 - 29,000; Full time

Job summary

CCB Community Bank is seeking a Customer Care Agent in Andalusia, AL to handle inbound calls, assist customers with deposits, loans, online banking and general inquiries. The role requires a quick response, accurate information sharing and strong customer service skills.

The position includes handling the switchboard, transferring calls, processing messages and ensuring adherence to bank policies. Strong communication and computer skills are essential for daily tasks and routine office duties.

Qualifications

• High school diploma or equivalent.
• 2 years banking experience or 3 years related office experience.
• Call center experience preferred but not required.

Responsibilities

• Answering telephone calls and responding to customers’ requests.
• Answering switchboard and forwarding calls.
• Researching required information using available resources.
• Handling and resolving customer complaints.
• Providing customers with product and service information.
• Identify and elevate priority issues to supervisor.
• Follow up with customers as necessary.
• Complete call logs when required.
• Complete transfers between accounts utilizing the transaction management system (TMS).
• Answering telephone and performing warm transfers to appropriate persons.
• Forwarding incoming faxes.
• Taking messages when necessary.
• Practicing and ensuring compliance with that of the Bank’s policies and procedures.
• Adhering to assigned schedules as directed by supervisor.
• Order checks for customers.
• Assist customer with Online banking.

Skills

Verbal communication

Outgoing personality

Math skills

Word & Excel

Basic computer knowledge

Keyboard/Calculator

Good judgment

Initiative

Independence

Education

HS diploma or equivalent

Tools

Calculator

General office equipment

Job description

Customer Care Agent

Full Time Regular Full-Time Andalusia, AL, US

Salary Range: $13.71 To $20.56 Hourly

Position Summary

This position will be responsible for answering telephone calls and responding to customers’ requests in an efficient and timely manner for all areas of operations to include deposit and loan operations, electronic banking and switchboard. Transfer of incoming faxes to appropriate persons is required.

• Answering telephone and responding to customers’ requests.
• Answering switchboard and forwarding call appropriately.
• Researching required information using available resources.
• Handling and resolving customer complaints.
• Providing customers with product and service information.
• Identify and elevate priority issues to supervisor.
• Follow up with customers as necessary.
• Complete call logs when required..
• Complete transfers between accounts utilizing the transaction management system (TMS).
• Answering telephone and performing warm transfers to appropriate persons.
• Forwarding incoming faxes.
• Taking messages when necessary.
• Practicing and ensuring compliance with that of the Bank’s policies and procedures.
• Adhering to assigned schedules as directed by supervisor.
• Order checks for customers.
• Assist customer with Online banking.

Additional Activities

• Perform basic office support as assigned.
• Attend training as required.
• Perform other duties as assigned by supervisor.

Education and Experience

• High school diploma or equivalent.
• Two (2) years of banking experience and/or three (3) years progressively related office experience
• Experience with call center activities at another office is preferred but not necessary.

Knowledge, Skills, and Qualifications

• Knowledge of basic accounting functions.
• Knowledge of basic banking functions.
• Knowledge of keyboard, calculator and other general office equipment.
• Basic computer knowledge.
• Excellent verbal communications skills.
• Outgoing personality.
• Good mathematical skills.
• Working knowledge of Word & Excel.
• Ability to perform assignments involving some degree of mental alertness, application of sound judgment and average analytical ability.
• Above average degree of initiative and independence.

Physical Requirements and Environmental Conditions

• Ability to perform work utilizing a computer for extensive periods of time.
• Ability to grasp objects utilizing fingers (fine motor manipulation).
• Ability to hear.
• Ability to speak distinctly.
• Ability to bend up and down.
• Ability to sit for long periods of time.