Customer Care Representative

This is a fully remote position, open to applicants in Florida, +1 more state.

📋 Description

• Deliver exceptional customer service to both external and internal clients

• Utilize active listening, critical thinking, and probing techniques to address and resolve customer inquiries

• Handle inbound phone queries promptly, accurately, and in a professional manner

• Address account inquiries including balances, transaction history, transfers, stop payments, loans, PIN resets, customer maintenance, product support, and check orders

• Offer tier-one digital banking assistance, which includes MFA unlocks/deletions, online banking profile unlocks, and password-tool support

• Assist with debit card inquiries, research, blocking, reissuing/reordering cards, and Reg-E disputes

• Accurately and efficiently manage customer inquiries in accordance with established policies and procedures

• Encourage the use of virtual branch solutions

• Achieve or surpass quality and productivity targets

• Verify customer identities on every call to help minimize potential bank losses

• Analyze and interpret customer information utilizing available systems and resources

• Resolve common PC issues and navigate through internet, intranet, and various systems

• Keep customers updated on any changes to bank services and practices

• Adhere to company and departmental policies while completing mandatory training

⛳️ Requirements

• High School Diploma or equivalent qualification

• Prior experience in customer service, specifically in an inbound call center

• Background in the financial services sector

• Proficient computer skills and capability to navigate systems for swift issue resolution

• Outstanding customer service abilities, including verbal communication, listening, and problem-solving skills

• Capacity to handle confidential information in a professional manner

• Flexibility to work varied hours when necessary

• Ability to thrive in a fast-paced environment while meeting or exceeding objectives

• Dedicated and private workspace for remote work

• Minimum internet speed of 10 Mbps download and 5 Mbps upload from a reliable cable, DSL, or fiber provider

• Direct connection to router/modem via Ethernet cable is required

• Must be willing to travel when required

🏝️ Benefits

• Opportunity for remote work

• Flexible scheduling when necessary

• Comprehensive Customer Care New Hire Training

• Annual Regulatory Compliance Training