Customer Care Representative

Job Description

Job Description

Description :

The Customer Care Representative role allows employees to fully execute on The Farmers Bank brand purpose : To Care, Educate & Serve to Inspire a better future for all. A Customer Care Representative can service a customer both at a teller window as well as at a customer service desk, depending on the needs of the customer in front of them. The primary role of a Customer Care Representative is to hold conversations with customers, understand their needs, and match financial solutions the bank offers to help the customer achieve Financial Well-Being, in a friendly, ethical, and efficient manner. Universal Bankers may process deposits and pay out funds in accordance with bank procedures; record all transactions accurately and balance each day's operations. Hours vary and include Saturdays.

Requirements : Job Responsibilities

1. Customer Service and Sales.

2. Educate customers on solutions that meet their needs, including new accounts, services, and digital

3. Make complete recommendation to ensure Financial Well-Being of the customer (cross selling)

4. Engage customers by following up through onboarding or campaigns

5. Maintenance accounts by changing addresses and names; order checks and close accounts as needed.

6. Assist customers by answering financial questions, expose fraud, explain bank services and service charges

7. Open / Close Night Drop with dual control processes for various Night-Drop and mail.

8. Other Duties as Assigned.

Competencies Required

1. Competency #1 : Customer Relations

• The degree which customer service and professional rapport is demonstrated in the day-to-day business environment. Such as being polite and attentive, or focused on the needs of the customer.

2. Competency #2 : Attitude

3. Competency #3 : Accountability

4. Competency #4 : Teamwork & Cooperation / Organization Relations

5. Competency #5 : Attention to Detail

6. Competency #6 : Job Knowledge (Basic)

7. Competency #7 : Productivity