Customer Care Center Representative

Ives Bank; New Milford (CT); On-site; USD 42,000 - 64,000; Full time

Job summary

Ives Bank in New Milford, CT seeks a Customer Care Center Representative to provide exceptional service handling inbound and outbound calls, chats, and emails about banking products and customer inquiries. You will assist customers with account information, transactions, troubleshooting, and promoting bank services while ensuring compliance with banking regulations and security protocols.

The role focuses on accuracy, high-volume call handling, and collaboration with leadership to drive

Qualifications

• Associates degree or equivalent work experience required.
• Experience with COCC Insight core banking systems preferred.
• Excellent verbal and written communication skills.
• Strong problem-solving and multitasking abilities.
• Proficiency with banking software and computer systems.
• Ability to work in a fast-paced environment with high call volumes.

Responsibilities

• Handle inbound/outbound calls, chat, and email regarding banking products and services.
• Assist customers with account information and transactions.
• Troubleshoot issues and promote bank services while ensuring compliance with regulations.
• Maintain accurate customer records in Five9 and other systems.
• Meet QA targets and document customer feedback for continuous improvement.

Skills

Verbal communication

Written communication

Problem solving

Multitasking

Attention to detail

Organizational skills

Education

Associates degree or equivalent

COCC Insight core banking systems experience (preferred)

Tools

COCC Insight

Job description

The Customer Care Center Representative is 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.

The Customer Care Center Representative is 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.