Digital Customer Care Associate (Evergreen) Commerce Bank

Description

As a Digital Customer Care Associate, you’ll answers customers’ requests regarding digital banking products and services. These requests for customer support may come from live chat, email or telephone. Whatever the channel, you’ll provide your customers with an exceptional customer service experience.

Responsibilities

Essential Functions

  • Answer customers phone requests regarding all digital banking products/services offered (Online banking and bill payment enrollments, bill payment/transfer assistance, POP money transfers, e-Statements, alerts, mobile banking)
  • Identify the compatibility of customer operating systems and browsers with requirements for adequate use of the Online Banking product to support customer usage
  • Achieve and maintain satisfactory call-related quality monitoring and efficiency goals
  • Maintain current on policy and procedural updates to ensure the currency and accuracy of information provided customers
  • Understand and adhere to the Company’s risk and regulatory standards, policies and controls
  • Identify risk-related issues and escalate
  • Authenticate callers to ensure our customers and the Bank are protected from fraud attempts, identifies and takes additional steps as needed
  • Learn new product group and meet performance standards for new product group
  • Assist with escalated customer support
  • Mentor and cross-train team members

Work Schedule:

Monday-Friday, 9:00AM-6:30PM, every other Saturday 8-4:00.

Qualifications / Requirements

Knowledge, Skills, and Abilities

  • Intermediate ability to explain bank policies, procedures and/or regulations
  • Strong ability to assess customer needs and recommend alternative products or services; refer to other departments when appropriate
  • Intermediate product knowledge
  • Learn new product group and meet performance standards within 90 days
  • Excellent verbal and written communication skills
  • Ability to mentor team members
  • Proactive in finding ways to assist team members and enhance processes
  • Ability to resolve escalated support calls
  • Ability to take on special projects

Education and Experience

  • High school diploma, GED or equivalent
  • 2+ years related experience required
  • 1+ years comparable call/contact center experience required

Time Type:
Full time

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