Customer Care Representative
On-siteLafayette, Louisiana, United States
Job Summary
Answer incoming phone and electronic inquiries regarding bank products and services professionally, utilizing all communication methods. Resolve customer concerns covering account issues, loan questions, transaction research, and digital channel access while logging calls in Call Manager and Cisco Finesse. Market products and services to callers, offer assistance for Mobile and Internet Banking enrollment, and handle debit and credit card requests. Maintain accurate records and keep management informed of the customer pulse. Work independently with flexible hours ranging from 8:00 AM to 8:00 PM Monday through Friday, including rotating Saturday shifts. Good credit is required for employment.
Required Qualifications
- High School Diploma or equivalent
- Minimum two years of previous experience in Contact Center or Customer Service
- Knowledge of telecommunications system
- Exceptional verbal, written, and interpersonal communication skills
- Excellent analytical and problem-solving skills including ability to diagnose, resolve or escalate a critical situation
- Excellent reading and comprehension skills including policies, procedures, regulations, instructions, correspondences and memos
- Ability to quickly assess (by phone) the customer's needs and make recommendations or provide information to the customer
- The ability to speak listen to understand information and ideas presented through spoken works and sentences
- Must be able to work flexible hours that could range from (8:00 AM – 8:00PM) M-F; 8:00 AM -2:00PM, on a rotating Saturday work schedule
- May require travel or work in support of disaster recovery or business continuity efforts. You may be asked to evacuate in advance of a disaster to support business operations, as this is considered an essential function of this position
- Work Independently with no direct supervision
- Good credit
- Credit report required for employment
Desired Qualifications
- Previous work experience in a financial institution
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