Towne Member Care Representative I

TowneBank; Suffolk (VA); On-site; USD 40,000 - 45,000; Full time

Job summary

TowneBank is seeking enthusiastic individuals to join our Member Care team in a customer-focused call center environment in Suffolk, VA. You will handle inbound calls about banking products and services with prompt, courteous service, and strive for First Call Resolution.

Responsibilities include online secure email support, assisting TowneBank bankers with member requests, and adhering to AML/BSA regulations while meeting quality and productivity goals.

Qualifications

• Minimum of high school diploma or equivalent and strong customer-service experience.
• Ability to multi-task and use multiple systems simultaneously with accuracy.
• Strong communication, organization, and time-management skills.

Responsibilities

• Handle inbound calls regarding banking products and services in a prompt, courteous manner.
• Provide online support to members via secure email.
• Assist TowneBank bankers with member requests and maintain service quality and productivity.
• Aim for First Call Resolution and adhere to AML/BSA regulations.
• Contribute to other duties and projects as assigned.

Skills

Customer service

Multi-tasking

Time management

Professional demeanor

Team player

Education

High School Diploma or equivalent

College Degree (preferred)

Tools

PC skills

Job description

Description

TowneBank is seeking enthusiastic individuals with excellent communication skills who enjoy helping our TowneBank Members in a team-oriented, contact center environment. Towne Member Care Team Members are responsible for handling a wide variety of inbound calls regarding banking products and services in a prompt and courteous manner. Candidates must possess a solid history of customer service to include handling escalated, in-depth and detailed conversations.

The good-faith compensation range for this role is expected to be $40,000 to $45,000, based on the role, market, internal equity, and candidate qualifications.

• Telephone support for at least one of the following: Towne-Personal/Towne-Biz and all related products and services, Consumer Mobile Banking, Towne24 VRU, Card Services, Loan Services, and Deposit Services
• Provide online support to members via secure email
• Assist TowneBank Bankers with member requests
• Meet and/or exceed established goals for quality and productivity
• Identify, diagnose, and resolve member issues with a focus on First Call Resolution
• Adheres to applicable federal laws, rules, and regulations including those related to Anti-Money Laundering (AML) and the Bank Secrecy Act (BSA).
• Handle other duties and projects as assigned

Minimum Required Skills & Competencies:

• High School Diploma or equivalent
• Must possess PC Skills with the ability to toggle between multiple systems simultaneously
• Motivated team player
• Excellent organizational skills
• Strong member service skills and professional demeanor
• High level of time management, attendance, and punctuality
• Ability to multi-task
• Has a positive attitude, passion for helping, and a continuous improvement focus

Desired Skills & Competencies:

• Previous experience in a customer service, call-center and/or banking environment is preferred
• College Degree in related field

Physical Requirements:

• Express or exchange ideas by means of the spoken word via email and verbally.
• Exert up to 10 pounds of force occasionally, use your arms and legs, and sit most of the time.
• Have close visual acuity to perform activities such as analyzing data, viewing a computer terminal, reading, and preparing documentation.
• Not substantially exposed to adverse environmental conditions.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential responsibilities. Reasonable accommodations may be made to enable individuals with disabilities to perform essential responsibilities.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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