Customer Care Center Representative I or II

ANB Bank; Colorado Springs (CO); On-site; USD 28,000 - 36,000; Full time

Benefits offered by this job

PTO 4 weeks

Paid holidays

Medical insurance

Dental & Vision insurance

HSA & FSA plans

Life/AD&D/Disability insurance

401(k) with match & profit sharing

Annual bonus

EAP

Tuition reimbursement

Job summary

ANB Bank is hiring a Customer Care Center Representative I to respond to customer inquiries and assist with account maintenance across channels including phone, email, and online chat. You will gather information, resolve issues, and offer ANB Bank products to meet customer needs while upholding confidentiality and compliance.

The role emphasizes service quality and relationship building within the community and brand principles.

Qualifications

• Respond to customer inquiries with professionalism.
• Demonstrate intermediate referral skills to identify product opportunities.
• Maintain knowledge of banking regulations and company policies.

Responsibilities

• Answer incoming telephone calls and assist customers with account inquiries, research requests, and other account maintenance.
• Acquire and demonstrate proficiency in applying intermediate referral skills and relationship building with customers.
• Escalate issues when necessary and support team members.
• Process mail requests and complete maintenance as required.
• Ensure deposit system integrity through backroom functions.

Skills

Customer service

Relationship building

Communication

Phone support

Job description

• Employee Type Non-Exempt FT

Description

ANB Bank has financial strength embodied in $3 billion in assets and is a true community bank with an unwavering commitment to excellence. The bank helps each of its communities prosper through investment, scholarship, philanthropy, and employee volunteerism. It is a passion ANB has for banking that makes the difference.

ANB Bank hires individuals who provide excellent customer service and build meaningful relationships with our customers and within our communities. ANB is committed to rewarding our team members who strengthen our company and culture. ANB offers competitive compensation and comprehensive benefits package for this position.

Hiring Pay Ranges:

$20.50 - $26.50 per hour (Includes $2.00 per hour Premium Pay)

• Customer Care Center Representative I - $20.50 - $24.25 per hour
• Customer Care Center Representative II - $20.50 - $26.50 per hour
  • This position may be eligible to receive and additional $1.00 per hour if approved for the Spanish Communication Assistant Program.
  • The hiring pay range for this position is commensurate with the level of relevant experience and education.

Heath & Wellness Benefits (Subject to Eligibility Requirements)

• Minimum 4 Weeks of Paid Time Off (PTO)
• 11 Paid Holidays
• Medical, Dental, and Vision Insurance
• Health Savings (HSA), Flexible Spending (FSA), and dependent care spending accounts
• Company provided Life, AD&D, and Disability Insurance with supplementation options
• 401(k) plan with discretionary company match and profit sharing
• Discretionary annual bonus and employee referral incentives
• Employee Assistance Program (EAP)
• Tuition Reimbursement Program

Summary

• As a Customer Care Center Representative for ANB Bank, you will provide client service to respond to questions/concerns and assist through resolution of various issues. Facilitate product acquisition through various channels of the Bank (e.g. phone, e-mail, online-chat, and internet). Gather information and close on product sales demonstrating intermediate skills and knowledge of ANB Bank products and benefits. Identify customer events to provide solutions on products and close on product sales that meet the customer's needs and facilitate the customer's financial security through relationship sales. Empathize with customers and provide offers & solutions to make it easy for customers to acquire and ANB Bank product. Live the brand - We are a Bank like no other, expect more.

Essential Duties and Responsibilities

• Answer incoming telephone calls and assist customers with account inquiries, research requests, and other account maintenance. Respond to customer needs and priorities; establish effective working relationships with customers; identify and take appropriate action to meet customer needs.
• Acquires and demonstrates proficiency in applying intermediate referral skills and relationship building with customers by understanding life events and learning the multiple company product opportunities.
• Seeks guidance from team members to resolve issues and to identify appropriate issues for escalation.
• Process a variety of mail requests and complete maintenance as required.
• Perform backroom functions necessary to ensure the ongoing integrity of the deposit system.
• Provide support to other Customer Care Center Representatives, as needed.
• Cross-trail in all Customer Care Center responsibilities.
• Maintains a current knowledge and consistent compliance with Bank Secrecy Act (BSA) requirements, as well as knowledge and consistent compliance with other banking regulations and Bank policies and procedures related to the position.
• Delivers quality of service as defined by department standards.
• Maintains confidentiality as defined by department standards.
• Supports the company's Mission, Vision, and Values.
• Other duties as assigned.

Customer Care Center Representative I

• Performs most, if not all, of the above duties with regular direction and supervision.
• Follows procedures and completes tasks assigned with regular prompt.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities