Customer Care Advisor I

Job description

Position Summary : This position is responsible for providing quality service across multiple channels to all bank customers in an efficient and professional manner. Essential Functions: - Builds relationships and serves customer needs via phone and chat in an efficient, high-quality manner ensuring the best possible customer experience - Understands and consistently meets department KPI’s related to quality and efficiency adhering to quality assurance standards outlined in the quality assurance rubric - Adhere to schedule ensuring that breaks and lunches are taken as indicated by the daily schedule - Receptive to coaching and feedback - Maintains strong understanding of policy, products, procedures, and tools - Effective navigation of multiple systems - Looks for creative solutions for customers for the sake of strong relationships and customer retention - Regular, reliable and predictable attendance. Marginal Functions: - Peer/new hire coaching - Special projects - Product testing - Maintain compliance with and adhere to all state and federal regulations and Bank policies and procedures, including, but not limited to Bank Secrecy Act, SAR, CTR, FACT ACT, Community Reinvestment Ac...