Customer Care Representative (Bank)/Req #1211 Onsite Only

Partners Bank; Sanford (ME); On-site; USD 25,000 - 37,000; Full time

Job summary

Partners Bank in Sanford, ME is seeking a Customer Care Representative to join our on-site Call Center. You will assist customers by phone, email, chat, text, and other channels, delivering professional service and supporting digital banking solutions.

Requirements include 2+ years in customer sales/service or related banking roles, strong written and verbal communication, independence, adaptability, and solid knowledge of financial products.

Qualifications

• Minimum two years in customer sales/service or front-line banking.
• Excellent written and verbal communication skills.
• Ability to work independently and with diverse teams.
• Adapts easily to change and multitasks in a busy environment.
• Strong knowledge of financial products and services.

Responsibilities

• Promote strong customer relationships by delivering exceptional service on first contact when possible.
• Communicate effectively with customers via phone, email, chat, and mail.
• Maintain in-depth knowledge of all bank products and services.
• Provide support for digital banking solutions to customers and staff.
• Identify needs and refer or close appropriate sales opportunities.
• Assist with system access and support for Windows and internal tools.

Skills

Customer Service

Communication

Independence

Adaptability

Financial Products

Organizational Skills

Multitasking

Interpersonal Skills

Proactive

Technical Skills

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Care Representative (Bank)/Req #1211 Onsite Only

001071 Customer Care NonExempt Full-Time Non-Exempt Clerical Springvale, ME, US

Salary Range: $18.51 To $26.73 Annually

Customer Care Representative

Department: Customer Care (Call Center)
Reports to: Customer Care Manager
Status: Full-Time /Non- Exempt / On-site Only
Location(s): Sanford, ME

Partners Bank is a rapidly growing community bank with operations in Maine and New Hampshire that has established superior service level expectations. We offer generous compensation and benefits while fostering opportunities for growth and flexible work schedules when appropriate.

Summary for Customer Care Representative:

• Working within established operational policies, procedures and protocols, the customer care Representative will provide an exceptional experience to customers contacting the bank via phone, email, chat, text, or other communication methods.
• The incumbent will be proficient in the servicing of all products and services the bank offers.
• The Customer Care Representative will effectively analyze customer situations and determine an appropriate solution and response, taking ownership of the customer connection and following through until resolution.
• This position supports the delivery of digital banking solutions to customers and first-line support for employee system access, including implementation, training, and monitoring of systems.

Job Requirements for Customer Care Representative:

• A minimum of two years’ experience in customer sales/service or another front-line banking or financial services position is preferred.
• Excellent written and verbal communication skills
• Ability to work independently as well as with a variety of people in a team environment.
• Adapts easily to change and can effectively handle multiple tasks.
• In-depth knowledge and understanding of various financial products and services.
• Strong organizational, technical, and interpersonal skills
• Ability to multitask, adapt well to variety and change, and perform well when busy.
• Must be a self-starter and goal driven.

Specific Job Functions for Customer Care Representative:

• Promote strong and lasting customer relationships by providing exceptional service in an efficient and highly professional manner. Resolve the needs of the customer on the first contact whenever possible.
• Effectively communicate with customers via phone, email, chat, and mail.
• Maintain in-depth knowledge of all products and services.
• Provide support to customers and frontline employees for all digital banking solutions.
• Proactively engage customers to uncover needs, recommend appropriate solutions and refer or close sales opportunities.
• Investigate and resolve a wide variety of requests and follow through to resolution.
• Provide system access support and a resource for Windows, Horizon Core, and other internal systems for bank employees.
• Perform various maintenance, verification, or other duties to support other departments.
• Support new or upgrades to existing digital solutions, software, or hardware.
• Make outbound contact for follow up on account issues, notifications of service outages or fraud, new account onboarding, or campaigns.
• Monitor digital banking transactions for suspicious activity using established reporting and software.
• Assist customers & bank staff with ATM & Debit cards, including card reorders, limit increases and PIN re-sets. Maintain card inventory for the bank, track lost cards and analyze all returned mail.
• Manage the card dispute process & card compromise events (Reg E).
• Assist in the implementation of new digital banking products and services, which may involve training others.
• Maintain the online new account process, ensuring compliance with all necessary regulations.
• Provide expertise in general technology and software used by the bank.
• Compile reports or data for Customer Care reporting or other departments as needed.
• Perform all other duties as required.

This Job Description for the Customer Care Representative describes the essential functions and qualifications of the job. It is not an exhaustive statement of all the duties, responsibilities, or qualifications of the job. This document is not intended to exclude modifications consistent with providing reasonable accommodations for a disability. This is not a contract.

Your signature will indicate that you have read this Job Description and understand the essential functions and qualifications for the job.