Customer Care Center Representative

ADP, Inc.; New Milford (CT); On-site; USD 38,000 - 48,000; Full time

Job summary

ADP, Inc. in New Milford, CT is seeking a Customer Care Center Representative to handle inbound and outbound calls about banking products, services and customer inquiries.

The role focuses on delivering exceptional service, resolving issues, and promoting bank services while adhering to banking regulations and security protocols. The position requires an Associate's degree or equivalent, experience with banking systems, strong communication, and the ability to manage high call volumes in a

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 & Quality Assurance: Ensure that customer inquiries (inbound/outbound voice, chat, email) are handled efficiently and professionally
• Customer Service & Quality Assurance: Resolve customer complaints efficiently and professionally
• Customer Service & Quality Assurance: Meet a minimum monthly Quality Assurance score of 80%
• Customer Service & Quality Assurance: 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
• Outbound Calling Expectations: Meet the minimum call expectation for each outbound call campaign
• Outbound Calling Expectations: 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
• Operational Efficiency & Reporting: Maintain accurate records of customer information and interactions within the five9 tool
• Operational Efficiency & Reporting: 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
• Compliance & Security: Maintain confidentiality of customer information and uphold ethical banking practices
• Compliance & Security: 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
• HR Performance Expectations: 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
• Educational and Experience Requirements: Experience with COCC Insight core banking systems, preferred
• Educational and Experience Requirements: Previous experience in customer service, preferably in banking or call centers
• Educational and Experience Requirements: Excellent verbal and written communication skills
• Educational and Experience Requirements: Strong problem-solving and multitasking abilities
• Educational and Experience Requirements: Proficiency in computer systems and banking software
• Educational and Experience Requirements: Ability to work in a fast-paced environment and handle high call volumes
• Educational and Experience Requirements: Attention to detail and strong organizational skills
• Educational and Experience Requirements: Knowledge of banking regulations and security practices (preferred)

Skills

Verbal and written communication

Problem solving

Multitasking

Computer systems literacy

Banking software knowledge

Education

Associates degree or equivalent

Job description

Customer Care Center Representative

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

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.