Customer Care Representative

Basic Qualifications

Education/Training: High school diploma or GED required, with an associate or bachelor’s degree in accounting or finance being a plus

Skill(s): Strong interpersonal relations and communicative skills; moderate reading, writing, grammar, and mathematics skills; a working knowledge of bank operating policies, proficient computer skills, including Microsoft Word and Excel; Outlook; knowledge of various office machines, visual and auditory skills.   Meticulous attention to detail and accuracy in record-keeping is essential.

Experience: Previous experience in banking call center and bank reporting or a similar role is beneficial.  

Customer Care Center Summary 

As a Customer Care Representative, you will serve as the first point of contact for customers who need assistance with their banking needs or concerns. One of your primary responsibilities is to provide exceptional customer service by addressing questions, resolving issues and promoting bank products and services when appropriate. You will handle a wide range of customer interactions up to and including calls, emails and chat features to ensure a positive customer experience to maintain the bank’s reputation for excellence. In addition to assisting customers, you will also be responsible for back-office reporting and record keeping to keep the bank in compliance with state and federal regulations.

Customer Care Center Summary 

As a Customer Care Representative, you will serve as the first point of contact for customers who need assistance with their banking needs or concerns. One of your primary responsibilities is to provide exceptional customer service by addressing questions, resolving issues and promoting bank products and services when appropriate. You will handle a wide range of customer interactions up to and including calls, emails and chat features to ensure a positive customer experience to maintain the bank’s reputation for excellence. In addition to assisting customers, you will also be responsible for back-office reporting and record keeping to keep the bank in compliance with state and federal regulations.

Essential Duties

1. Customer Care:

• Respond promptly and professionally to customer inquiries via phone, email and chat features.

• Efficiently and accurately resolve customer issues including but not limited to account inquiries, transaction disputes and technical difficulties on online banking platform.

• Assist customers with account maintenance tasks such as password resets, account updates, and address changes, stop payments, CD renewals etc

• Serve as a subject matter expert as it relates to New Tripoli electronic/mobile offerings which includes but is not limited to: Online/Mobile banking functionality, Bill Pay, signing up for electronic statements, transfers, etc.

• Stay informed about the bank's products, services, and industry trends to provide up-to-date information to customers.

• Meet or exceed established performance metrics, including call quality, response time, and customer satisfaction.

• Educate customers about the bank's products and services, promoting cross-selling and upselling opportunities when appropriate.

• Collaborate with team members and other bank departments to resolve complex customer issues and improve overall customer service.

• Provide feedback and insights into management regarding common customer issues and potential process improvements.

• Proficiency in using customer relationship management (CRM) software and other relevant computer applications

2. Back Office Record Keeping:

• Ability to reconcile accounts and detect errors is critical.

• Complete and review reports to ensure accuracy so the bank stays in compliance with state and federal regulations

• Proficient with financial transactions, reconciling accounts, and generating financial reports.

• Recording, classifying, and summarizing financial performance and transactions to provide information that is useful in making business decisions.

3. Reporting and Administration:

• Generate financial reports and statements for supervisors.

• Maintain organized financial documentation.

• Ensure compliance with financial regulations and guidelines.

4. Discretion and honesty when handling confidential financial information is required.

5. Other duties as assigned.

Ancillary Duties

1. Perform tasks which are supportive in nature of the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances.

Job Location

7747 Claussville Road

Orefield, PA 18069

Equipment/Machines

1. Telephone

2. PC/Computer keyboard

3. Printer

4. Copy machine

5. Scanner