Client Care Representative

Position Description

Client Care Representative

Department: Client Care Center

Location: Brookville Branch or Operations Center (Lebanon, OH)

Status: Full-Time Hourly Non-Exempt

Bank Operations Hours: M-Th 8:15-5:05. Friday 8:15-6:05, Saturday 8:15-1:05

Position Purpose

Serves customers by determining needs and taking next steps to meet those needs; answering inquiries; resolving problems; fulfilling requests; maintaining database.

Essential Duties and Responsibilities

• Professionally engages with customers/clients to identify their needs

• Answers inquiries by clarifying desired information; researching, locating, and providing information.

• Resolves problems by identifying and clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.

• Fulfills requests by clarifying desired information; completing transactions; forwarding requests.

• Sells additional services by recognizing opportunities to up-sell accounts; explaining new features.

• Maintains call center database by entering information accurately and efficiently.

• Serves as a key resource and support for Branch Operations teams, in particular in relation to opening new accounts and account maintenance functions

• Adheres to security and transaction processing by following established procedures; reporting malfunctions.

• Ability to work two Saturdays a month

Skills/Competencies

• Strong verbal and written communication skills

• Telephone skills

• Listening Skills

• Data Entry Skills (Microsoft Word, Microsoft Excel & Windows)

• Internal and External Customer Focus

• Accuracy and attention to detail

• Professionalism

• Ability to multi-task in an efficient and productive manner

• Team player and People/Interpersonal Communication Skills

• Problem solving skills

Education/Experience

• High School diploma or GED equivalent required.

• Customer Service or Banking/Branch Operations experience (preferred)

Working Conditions

• Ability to work two Saturdays per month (required)

• Must be able to remain in a stationary position 80% of the time

• Occasionally move/traverse to access files and equipment

• Constantly operates a computer and other office productivity machinery, such as a phone, calculator, copy machine, scanner and computer printer

• Ability to think, reason and communicate clearly

• The ability to observe and identify details at close range

• Occasionally lift up to 10 lbs.

Incumbent must be able to perform the essential functions of the position with or without reasonable accommodations.