What are the responsibilities and job description for the Customer Care Team Representative position at Unity Bank?
Job Title: Customer Care Representative
Reports to: Customer Care Manager
Culture Vision Statement: Unity Bank strives to be an innovative bank that exceeds service excellence standards. Our culture is a caring collaborative environment where our communities and our employees matter to each of us. Those employees that are proactive, adaptable to change, and creative will be attracted to our growing organization.
General Summary:
Responsible for demonstrating service excellence in accordance with Unity’s Vision and Mission statements: Our mission is to help people achieve their dreams. Our Vision: Be the bank that connects people: employees, customers, community. Our core values: respect, honesty & integrity, satisfaction and enjoyment.
The Customer Care Representative is responsible for delivering exceptional internal and external customer service by listening to customers’ needs or issues and providing helpful solutions to their problems. This includes handling inbound and outbound calls to and from customers, while effectively managing the needs of our customers.
The Customer Care Representative works collaboratively with the retail banking staff, deposit operations staff, and other bank departments to assist customers through a productive, team-oriented work environment that leads to customer service excellence.
Principal Responsibilities & Duties:
- Answers incoming customer calls and provides accurate, satisfactory answers to their questions and concerns.
- Works with dissatisfied customers, offering patient assistance and support to de-escalate situations and provide reasonable solutions.
- Assists customers and handles their troubleshooting issues related to electronic service needs.
- Acts as the main point of contact for customers requesting assistance with non-branch transactions and newer technology such as ITM (Interactive Teller Machine) systems.
- Assists customers with online appointment scheduling.
- Supports Unity’s strong relationship banking culture through ongoing customer contact, providing quality customer service, and maintaining superior product knowledge.
- Proactively connects with customers through outreach calls to engage our customers and strengthen our relationship with them.
- Acts as a primary lead for our Customer Onboarding Program, periodically connecting with new and existing customers to offer support and guidance on technology, products and services.
- Builds long-term relationships with customers as a foundation to cross sell our products and services by identifying customer needs and assisting them to meet those needs or referring them to other bank departments.
- Collaborates with internal business partners to provide comprehensive solutions to meet customer’s financial needs.
- Understands the Bank’s products and services and is able to clearly explain and advise current and prospective customers on the products and services that are best suited to meet their needs.
- Performs duties like opening new deposit accounts, maintaining customer information on the Banks’ core system, and other requested tasks.
- Works collaboratively with other bankers to perform dual control on certain retail functions, including but not limited to, wire transfer call back verifications and customer maintenance functions on the Bank’s core system.
- Actively participates in a team of cross trained individuals that can perform all customer service functions for customers, regardless of location.
- Assists other departments with projects and customer outreach initiatives, as requested, to help manage overall efficiencies in the organization.
- Actively supports the branch in creating a great customer experience and participates in branch activities.
- The hours of this position will be relatively close to Monday - Friday 10am - 2pm and rotating Saturdays 8am - noon.
Benefits: 401(k), 401(k) matching, Dental insurance, Disability insurance, Employee assistance program, Health insurance, Health savings account, Life insurance, Paid time off, Vision insurance.
Working Conditions: Bank/office environment, secure, comfortable working conditions. May be required to travel to meet with customers, and/or visit other branch offices, and other facilities.
This is a position for which:
- Military experienced individuals are encouraged to apply.
- Candidates of all ages, including older job seekers, are encouraged to apply.
- Applicant's with disabilities are encouraged to apply
Unity Bank is an equal opportunity employer.
