Customer Care Center Associate

The Customer Care Center Associate receives and responds to customer inquiries by phone while maintaining tight control of customer identity and privacy.

Requirements

• Answer incoming phone calls from customers regarding all types of Retail Accounts
• Quote CD Rates, loan payoffs and resolve loan general questions
• Maintain a thorough understanding of marketing promotions and bank products
• Review complaints, issues or concerns and refer customers to other bank personnel
• Take information and perform maintenance on check orders, internet and telephone banking, ATM/debit cards
• Review, research and process limited refund decisions
• Perform research on Bankway for customer inquiries
• Identify cross selling opportunities through customer interactions
• Verify and complete telephone transfer of funds and stop payment requests
• File Debit Card, Zelle, Bill pay and ACH disputes
• Request EBanking adds and updates
• Request Debit Card Limit Increases
• Research and assist with Bill Pay trouble shooting
• Maintain a daily call log of each call taken
• Adhere to assigned work schedule and remain flexible for shifts
• Completes required BSA/AML training and other compliance training as assigned
• The ability to work in a constant state of alertness and in a safe manner
• Perform any other related duties as required or assigned