CUSTOMER CARE REPRESENTATIVE

As a Customer Care Representative, your day will be filled with opportunities to respond to all customer inquiries coming to the main phone queue of the bank and reply to secure customer messages through online banking and emails from customers via the Contact Us section of the SYB website. In this position where communication skills are important, there are many exciting opportunities to grow professionally within our company. Our past accomplishments and continued future success are directly attributed to the individual success of our employees. Many of our employees started their careers at Stock Yards Bank as Customer Care Representative and continued to future success.

Responsibilities

Daily responsibilities include, but are not limited to, the following:

• Support customer retention through the following:

• Create a WOW customer experience for every customer in every interaction—via telephone, email or website contact
• Meet established goals of quality, efficiency, and accuracy by assisting customers with questions and/or concerns on all deposit/loan accounts and services—channeled through telephone, email or website contact
• Recommend and educate customers on other bank services as appropriate
• Perform operational tasks including account maintenance such as address and phone number updates; unlocking online banking accounts; troubleshooting online account issues; required maintenance for debit card activity such as limit increases and travel exemptions
• Exercise duties and responsibilities in a manner that demonstrates self-accountability and supports a team environment
• Support other Deposit Operations areas as needed

Job Requirements

The successful candidate will have the following qualifications:

• High School Diploma or GED Equivalent
• Banking / customer service background or call center experience
• Excellent verbal and written communication skills; ability to multi-task using several software programs to service customer questions/needs.
• PC proficiency - good phone voice – professional demeanor; Familiar with the use of technology such as mobile apps and various browsers.

Benefits

• 401(k) with a company match of up to 6%
• ESOP employer match
• Medical insurance
• Dental insurance
• Vision insurance
• Cancer / Disease insurance
• Accident insurance
• Flexible Spending Accounts
• Health Savings Accounts
• Humana Go365 Wellness & Rewards Program
• Bank paid Life / AD& D insurance
• Voluntary Life / AD&D insurance
• Bank paid Short-Term and Long-Term Disability insurance
• Employee Stock Purchase Plan
• Employee Assistance Program

Physical requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is sitting the majority of the time with limited walking and standing. All work occurs indoors and within regular working hours. The noise level in the work environment is usually moderate. Must be able to sit for extended periods of time using a telephone headset.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)