Customer Care Representative

Ives Bank; New Milford (CT); On-site; USD 38,000 - 55,000; Full time

Job summary

Ives Bank is seeking a Customer Care Center Representative to provide exceptional service by handling inbound and outbound calls about banking products and services. You will assist customers with account information, transactions, and troubleshooting while promoting bank services in compliance with security protocols.

The role emphasizes efficient issue resolution, documentation of customer feedback, and adherence to QA standards, with responsibilities spanning call handling, outbound

Qualifications

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

Responsibilities

• Handle inbound and outbound calls related to banking products, services and inquiries.
• Assist customers with account information, transactions and troubleshooting.
• Promote bank services while ensuring compliance with banking regulations and security protocols.
• Document and share customer feedback with leadership for continuous improvement.
• Maintain accurate records of customer information and interactions.
• Meet outbound call campaign expectations and conversion targets.

Skills

Verbal communication

Written communication

Problem solving

Multitasking

Computer systems

Education

Associates degree or equivalent

Tools

COCC Insight core banking systems

Five9 call platform

Job description

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.

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:

• 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.