Customer Care Center Representative

Ives Bank; Danbury, Northern (CT, KY); Hybrid; USD 38,000 - 52,000; Full time

Job summary

Ives Bank is seeking a Customer Care Center Representative in New Milford, CT, to deliver exceptional service for inbound/outbound calls, assist with accounts, and promote bank products. The role emphasizes accuracy, regulatory compliance, and data integrity in a fast-paced setting.

The position requires an associates degree or equivalent experience, familiarity with COCC Insight and Five9, and strong communication skills to support customers and colleagues alike.

Qualifications

• Associates degree or equivalent work experience.
• Experience with COCC Insight core banking systems, preferred.
• Previous experience in customer service, preferably in banking or call centers.
• Excellent verbal and written communication skills.
• Strong problem-solving and multitasking abilities.
• Proficiency in computer systems and banking software.
• Ability to work in a fast-paced environment and handle high call volumes.
• Attention to detail and strong organizational skills.
• Knowledge of banking regulations and security practices (preferred).

Responsibilities

• Customer service & QA: handle inquiries and ensure professional service.
• Outbound calling: participate in outbound initiatives and meet campaign goals.
• Operational efficiency & reporting: maintain accurate records and data integrity.
• Compliance & security: adhere to banking regulations and protect customer data.
• HR performance: provide feedback and manage timekeeping per policy.

Skills

Customer service

Verbal communication

Written communication

Problem solving

Multitasking

Attention to detail

Data entry

Team collaboration

Security awareness

Education

Associates degree or equivalent

Tools

COCC Insight core banking systems

Five9 tool

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Care Center Representative

Full Time New Milford-314 Danbury Rd., New Milford, CT, US

16 days ago Requisition ID: 1037

The Customer Care Center Representativeis responsible for providing exceptional customer service by handling inbound and outbound calls related to banking products, services, and customer inquiries. They assist customers with account information, transactions, troubleshooting issues, and promoting bank services while ensuring compliance with banking regulations and security protocols.

Key Responsibilities:

Customer Service & Quality Assurance

• Ensure that customer inquiries (inbound/outbound voice, chat, email) are handled efficiently and professionally
• Resolve customer complaints efficiently and professionally
• Meet a minimum monthly Quality Assurance score of 80%
• Document and share customer feedback with members of leadership to ensure continuous improvement as an organization

Outbound Calling Expectations

• Participate in outbound calling initiatives for both service and basic sales
• Meet the minimum call expectation for each outbound call campaign
• Meet a 2% conversion ratio for the number of calls vs. sales/leads

Operational Efficiency & Reporting

• Maintain an aftercall work percentage that is in line with department peers
• Maintain accurate records of customer information and interactions within the five9 tool
• Document phone status codes accurately an consistently to ensure data integrity

Compliance & Security

• Ensure compliance with all banking regulations, policies, and procedures related to customer service and data security
• Maintain confidentiality of customer information and uphold ethical banking practices
• Educate customers on fraud prevention and security measures

HR Performance Expectations

• Provide a minimum of one piece of valuable feedback within Threads periodically for a team member or an internal business partner
• Manage individual time and attendance by completing a daily timecard and enter time off requests before weekly cut off

Educational and Experience Requirements:

• Associates degree or equivalent work experience
• Experience with COCC Insight core banking systems, preferred
• Previous experience in customer service, preferably in banking or call centers
• Excellent verbal and written communication skills
• Strong problem-solving and multitasking abilities
• Proficiency in computer systems and banking software
• Ability to work in a fast-paced environment and handle high call volumes
• Attention to detail and strong organizational skills
• Knowledge of banking regulations and security practices (preferred)

Physical Demands and Work Environment:

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