Customer Care Rep

QNBT; Augusta (GA); On-site; USD 35,000 - 50,000; Full time

Job summary

QNBT is looking for a Customer Care Representative based in Augusta, GA. This role is key to providing exceptional service to our internal and external customers. As a representative, you'll engage with customers via various channels, ensuring their inquiries are resolved efficiently and effectively.

Success in this position requires excellent communication and organizational skills, along with the ability to maintain a comprehensive knowledge of our banking products and systems. A bachelor’s degree in finance or a related field is preferred. Join us to make a difference in customer satisfaction!

Qualifications

• Bachelor's degree in Finance or a related field preferred.
• Experience in customer service or support roles.
• Strong communication and organizational skills.

Responsibilities

• Responding to customer inquiries and issues via phone, chat, and video.
• Researching requests and providing effective resolutions.
• Maintaining knowledge of customer facing systems to assist customers.

Skills

Communication

Organization

Professionalism

Typing

Verbal Communication

Microsoft Office Suite

Education

Bachelors in Finance or related field

Job description

West Augusta, 3617 Walton Way Ext, Augusta, GA 30909, USA

The Customer Care Representative is responsible for ensuring a consistent, positive, and valuable experience for both our external and internal (employees) customers. Representatives will provide support and problem resolution via phone, chat, and video by determining customer needs, responding to inquiries, and updating and maintaining customer information.

Key Responsibilities

• Responding to all inquiries within team SLA guidelines.
• Providing resolution to customer issues by researching requests, offering solutions, and providing follow up or escalation as needed.
• Maintains working knowledge of all systems/functionality utilized by Customer Care team (Gila and Freshdesk as examples) in addition to other internal bank systems to perform job functions.
• Maintains appropriate knowledge level on bank customer facing systems to support level one (basic support) customer calls (online banking, mobile banking as examples).
• Maintains a high degree of familiarity with products offered by Queensborough and how to direct customers to appropriate resources as necessary.
• Proactively provides alternative banking solutions when needed.
• Provides support to branches on customer service-related processes and procedures.
• Escalates customer service issues to Customer Care leadership as needed.
• Meets individual productivity and performance goals while providing excellent customer service.
• Supports an environment focused on customer service and continuous improvement.
• Participates in Customer Care Center Quarterly Training.
• Acts as a supportive team player and a champion of the Queensborough brand both internally and externally within the community.

Skills

• Communication – Intermediate
• Organization – Advanced
• Professionalism – Intermediate
• Typing – Advanced
• Verbal Communication – Intermediate
• Microsoft Office Suite – Advanced

Behaviors

• Dedicated – Devoted to a task or purpose with loyalty or integrity
• Team Player – Works well as a member of a group
• Detail Oriented – Capable of carrying out a given task with all details necessary to get the task done well

Motivations

• Ability to Make an Impact – Inspired to perform well by the ability to contribute to the success of a project or the organization

Education

Bachelors or better in Finance or related field.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.