Job: Customer Care Representative

Jobing Description

Customer Care Representative

DEPARTMENT: Customer Care Center [Some Saturdays required; hours are 11:00 AM - 7:30 PM]

FUNCTION:

*

Provides superior customer service by responding to high volume telephone and/or email inquiries, requests and issues and proactively addressing customer inquiries/concerns Researches and resolves problems and errors by taking ownership and following through to resolution. Actively expands existing customer relationships by identifying needs and cross selling products and services in both an inbound and outbound call environment. Adheres to Critical Staffing Plan when necessary.

Accountabilities:

Customer Service/Sales

* Acts as a generalist for most departments. Must acquire and maintain in-depth knowledge of Loans, Deposits, Electronic Banking and Community Relations.
* Acts as liaison for customers to provide first-call resolution by coordinating and following up with other departments or lines of business as appropriate
* Works collaboratively and in close communication with branches to determine best resolution for customer needs.
* Proactively recognizes issues to be escalated in order to improve process and procedure, with an eye to improving efficiencies and/or customer experience.
* Acquires and maintains thorough knowledge and understanding of Bank products and services.
* Recognizes needs through developing good rapport and asking open ended questions.
* Opens new deposit accounts and generates referrals for other products, such as loans, investment, and insurance services, tracking sales activities weekly.
* Maintains flexibility with both work duties and assigned scheduling.
* Works closely with Risk Management and Security to notice and elevate risk concerns/trends.
* May participate in the following proactive calling efforts; which may include, but is not limited to:
* New Customer On-Boarding
* Pending Bangor Online Application Verifications
* Address Verifications
* NRB Counseling
* Specialized Calling Projects
* Suspicious Debit Card Activity

Compliance and Control
* Assists in ensuring that the Bank is in compliance with local, state and federal regulations.

General

* Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork.
* Conforms to acceptable punctuality/attendance standards as expressed in the Employee Handbook.
* Performs additional duties as requested.

Knowledge/Skills/Experience Requirements

* High School diploma required.
* Demonstrated superior customer service skills.
* Teller Experience preferred.
* Strong verbal communication skills.
* Ability to maintain composure and professionalism during challenging calls.
* Self motivated and open to new challenges.
* Demonstrated success in problem solving and resolving customer issues/concerns
* Ability to handle multiple tasks in a fast-paced environment
* Strong knowledge of numerous operating systems within Bangor Savings Bank preferred.

Physical Demands/Conditions Requirements

* General office environment
* Moderate listing (to 35 lbs.) required. Moderate reaching, walking, sitting and standing required.

Equipment Used

* General office equipment

External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.

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