Customer Care Center Associate (CUSTO011845)

This job was posted by https://www.arjoblink.arkansas.gov : For more
information, please see: https://www.arjoblink.arkansas.gov/jobs/4337537

The Customer Care Center Associate receives and responds to customer
inquiries by phone while maintaining tight control of customer identity
and privacy. The Customer Care department complies with all legal and
regulatory guidelines related to Call Center operation and specific
customer transactions. The Customer Care Associate improves customer
service by obtaining resolution to customer issues or concerns in a
timely manner. The Customer Care Center Associate evaluates cross
selling opportunities by referring customers to other departments within
the bank.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Answer incoming phone calls from customers regarding all types of
Retail Accounts. This duty is performed daily, about 10% of the time.

2. Quote CD Rates, loan payoffs and resolve loan general questions.
This duty is performed daily, about 5% of the time.

3. Maintain a thorough understanding of marketing promotions and bank
products. This duty is performed daily, about 10% of the time.

4. Review complaints, issues or concerns and refer customers to other
bank personnel. This duty is performed as needed, about 10% of the time.

5. Take information and perform maintenance on check orders, internet
and telephone banking, ATM/debit cards. This duty is performed daily,
about 10% of the time.

6. Review, research and process limited refund decisions. This duty is
performed as needed, about 5% of the time.

7. Perform research on Bankway for customer inquiries. This duty is
performed daily, about 5% of the time.

8. Identify cross selling opportunities through customer interactions.
This duty is performed daily, about 5% of the time.

9. Verify and complete telephone transfer of funds and stop payment
requests. This duty is performed daily, about 10% of the time.

10. File Debit Card, Zelle, Bill pay and ACH disputes. This duty is
performed daily, about 5% of the time.

11. Request EBanking adds and updates. This duty is performed daily,
about 5% of the time.

12. Request Debit Card Limit Increases. This duty is performed daily,
about 5% of the time.

13. Research and assist with Bill Pay trouble shooting. This duty is
performed daily, about 5% of the time.

14. Maintain a daily call log of each call taken. This duty is
performed daily, about 5% of the time.

15. Adhere to assigned work schedule and remain flexible for shifts
that include the hours of 7 am – 7 pm Monday – Friday and 8 am – 2 pm on
Saturdays. This duty is performed daily, about 5% of the time.

16. Completes required BSA/AML training and other compliance training
as assigned. This duty is performed quarterly.

17. The ability to work in a constant state of alertness and in a safe
manner. This duty is performed daily.

18. Perform any other related duties as required or assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform
each essential duty mentioned satisfactorily. The requirements listed
below are representative of the knowledge, skill, and/or ability
required.

EDUCATION AND EXPERIENCE

High school or GED, plus specialized schooling and/or on the job
education in a specific skill area; e.g. data processing,
clerical/administrative, equipment operation, etc, plus 12 to 18 months
related experience and/or training, or equivalent combination of
education and experience.

COMMUNICATION SKILLS

Ability to read and understand documents such as policy manuals, safety
rules, operating and maintenance instructions, and procedure manuals;
ability to write routine reports and correspondence. ability to
effectively communicate information and respond to questions in
person-to-person and small group situations with customers, clients,
general public and other employees of the organiza ion.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest,
commissions, proportions, percentages, area, circumference, and volume.
Ability to apply concepts such as fractions, ratios, and proportions to
practical situations.

CRITICAL THINKING SKILLS

Ability to solve practical problems and deal with a variety of known
variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written,
oral, or diagram formats.

SOFTWARE SKILLS REQUIRED

Basic: 10-Key, Accounting, Alphanumeric Data Entry,
Presentation/PowerPoint, Spreadsheet, Word Processing/Typing

ADDITIONAL INFORMATION

-1 year experience in Customer Service, Call Center experience preferred
but not required.
-1 year experience using personal computers
-Experience using Microsoft Office products
-Proficient telephone skills
-Ability to sit for long periods
-Knowledge of bank products, policies/procedures is preferred, but not
required.