Customer Care Representative - Henderson

Stock Yards Bank & Trust; Henderson (KY); On-site; USD 36,000 - 48,000; Full time

Job summary

Stock Yards Bank & Trust in Henderson, KY seeks a Customer Care Representative to manage the main phone queue, respond to secure messages, and handle emails from customers via the bank’s Contact Us page.

The role supports deposits and loan accounts, educates customers on products, and assists with routine account maintenance in a team-focused office environment.

Qualifications

• High School Diploma or GED required.
• Banking or customer service background preferred.
• Excellent verbal and written communication; multitask across several software programs.
• Proficient with mobile apps and multiple browsers.

Responsibilities

• Create a WOW customer experience in every interaction—by phone, email, or website contact.
• Assist customers with questions/concerns on deposits/loans and other services.
• Educate customers on additional bank services as appropriate.
• Perform account maintenance tasks such as address updates and online banking troubleshooting.

Skills

Excellent communication

Multitasking

Customer service

Tech proficiency

Verbal communication

Written communication

Education

High School Diploma / GED

Tools

Call center software

Web browsers

Mobile apps

Job description

Job Title: Customer Care Representative

FLSA Status: Non-exempt

Department: Customer Care

Hours of Operation:

8:30am CT – 5pm CT Monday – Thursday

9:30am CT – 6pm CT - Friday

Rotating Saturdays – 8am CT -12pm CT

General Job Summary:

Responds to all customer inquiries coming to the main phone queue of the bank. Reply to secure customer messages through online banking and emails from customers via the Contact Us section of the SYB website.

Organizational Duties and Responsibilities:

• Supports the mission, vision and philosophy of the Bank. Complies willingly with all organizational policies and procedures.
• Supports all functions that maintain compliance with regulatory agencies.

Essential Duties and Responsibilities:

• Support customer retention through the following:

• Create a WOW customer experience for every customer in every interaction—via telephone, email or website contact
• Meet established goals of quality, efficiency, and accuracy by assisting customers with questions and/or concerns on all deposit/loan accounts and services—channeled through telephone, email or website contact
• Recommend and educate customers on other bank services as appropriate

• Perform operational tasks including account maintenance such as address and phone number updates; unlocking online banking accounts; troubleshooting online account issues; required maintenance for debit card activity such as limit increases and travel exemptions

Other Functions:

• Exercise duties and responsibilities in a manner that demonstrates self-accountability and supports a team environment
• Support other Deposit Operations areas as needed

Working Conditions:

Office environment, within a cubicle, using various computer applications. Will work in Deposit Operations in the call center location where there are long periods of sitting in a workstation logged in to take phone calls.

Minimum Job Requirements:

Education: High School Diploma /GED

Experience: Banking / customer service background or call center experience

Specific Skills: Excellent verbal and written communication skills; ability to multi-task using several software programs to service customer questions/needs.

Specialized: PC proficiency - good phone voice – professional demeanor; Familiar with the use of technology such as mobile apps and various browsers.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee in order to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Primarily sedentary work performed in an office environment
• Ability to sit for extended periods of time while working at a computer
• Frequent use of hands and fingers to operate a computer, keyboard, mouse, and other office equipment
• Ability to speak clearly and hear well enough to communicate with clients, team members, and vendors via phone, video, and in person
• Visual acuity sufficient to read computer screens, printed documents, and financial data
• Occasional standing, walking, bending, or reaching
• Ability to lift and carry up to 10–15 pounds occasionally (e.g., files, office supplies)