C3 Customer Care Specialist

NON-EXEMPT

PRIMARY PURPOSE

Responsible for all customer service duties, sales, and relationship management while reaching established goals. Services will primarily be processed using telephone, emails, and WebEx in the C3 Customer Care Center. Consistently deliver excellent customer service by sharing New Peoples Banks product knowledge and develop customer relationships by performing the following essential functions.

The following essential duties do not cover an all-inclusive list of work requirements. Individuals will perform other job-related duties as assigned, including work in other areas to cover absences or otherwise balance the workload.

ESSENTIAL FUNCTIONS

1. Maintain thorough knowledge of all New Peoples Bank products, services, procedures, policies, and appropriate regulatory issues relating to daily job functions including but not limited to: Bank Secrecy Act, Privacy, Fair Lending, Regulation E, deposit, transaction, and loan accounts.
2. Demonstrate a helpful, professional, friendly attitude at all times and commitment to the high customer service standards expected at New Peoples Bank.
3. Serve as customers' single point of contact on all New Peoples Bank products and services.
4. Identify and match customer needs with New Peoples Bank products and services by interviewing customers and discussing their financial needs including making referrals to other staff members and departments to ensure customer needs are met.
5. Meet performance goals consistently and actively participate in all sales campaigns.
6. Retain existing customers and develop new customer relationships.
7. Practice professional sales strategies implemented by management for new products and services.
8. Handle customer complaints or questions with care and determine whether manager input is needed.
9. Perform all customer service activities professionally in a proper and efficient manner.
10. Participate in all meetings, bank functions and customer appreciation/community involvement functions as requested/assigned by supervisor.
11. Work in a team setting on various projects including employee contests, sales programs, etc.
12. Maintain customer confidentiality and adhere to established standards, policies, and procedure.
13. Deliver strong community visibility.
14. Practice and maintain knowledge of all security procedures.
15. Pursue personal development opportunities to improve knowledge as it relates to the position, compliance, and the Bank in general.
16. Service customers by processing a variety of transactions primarily via telephone service, with minimal or no errors; including but not limited to processing card payments for loans, verifying check and cash deposits as well as transferring funds.
17. Assist customers and branches with Online Banking and other C3 related services.
18. Assist customers with fee related services including but not limited to check orders, stop payment instructions, eStatement enrollment, Bill Pay assistance, or any other Banking Services, providing accurate cost according to the current fee schedule.
19. Provide Debit Card Support by assisting customers with blocked and restricted transactions and other debit card related issues, with as few escalations to the card services department, as possible.
20. Regularly use all C3 Services, to maintain familiarity with functionality of traditional and new Banking Services. Know rates and service selling points and practice conversation engagement skills around the entire suite of New Peoples Bank products and services. Invite customer respect by demonstrating product and service knowledge and engaging customers around the benefits of using them.
21. Assist on a regular basis with password and PIN resets for Telebank, Debit Cards and Retail Online banking.
22. Regularly refresh knowledge of and familiarity with online, mobile, electronic, and traditional products and services. Regularly practice/rehearse customer conversation and engagement skills around the entire suite of New Peoples Bank products and services. Invite customer respect by demonstrating product and service knowledge and engaging customers around the benefits of using them.

NOTE: The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. This job description is not an employment contract, implied or otherwise. The employment relationship remains “at-will.” The aforementioned job requirements may be changed to fulfill any obligation(s) to reasonably accommodate qualified individuals with disabilities.

EDUCATION / EXPERIENCE

High school diploma or general education degree (GED), and basic teller and customer service experience preferred; or an equivalent combination of education, training, or other work-related involvement, servicing business and retail clients which provides the required knowledge and abilities; College Associates or Bachelor’s degree; preferred. Must successfully complete required trainings each year, on time.

KEY COMPETENCIES

• Ability to meet and deal tactfully and courteously with the staff and general public.
• Ability to establish and maintain effective working relationships with coworkers and customers; and communicate with people from a broad range of socioeconomic backgrounds.
• Passion for customer service and technology.
• Professional etiquette.
• Excellent verbal and written communication skills.
• Proven sales skills.
• Working knowledge of Microsoft Office products.
• Ability to master job specific software and hardware components.
• Will be required to use multiple software programs concurrently to complete certain work task and transactions.

EEOC STATEMENT

New Peoples Bank is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.