Customer Care Representative I

This is a fully remote position, open to applicants in Alabama, +6 more states.

📋 Description

• Deliver exceptional customer service to both internal and external clients.

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

• Respond to inbound phone calls accurately, professionally, and promptly.

• Manage account inquiries encompassing balances, transaction history, transfers, stop payments, loan inquiries, PIN resets, maintenance updates, product assistance, and check orders.

• Offer tier-one digital banking support, including assistance with multi-factor authentication and online banking profiles.

• Address debit card inquiries, conduct research, block or reissue cards, and handle Reg-E disputes.

• Process inquiries in accordance with established policies and procedures.

• Advocate for virtual branch solutions.

• Achieve or surpass quality and productivity targets.

• Verify customer identities and safeguard customer information.

• Analyze and interpret customer information using available systems and resources.

• Troubleshoot common PC issues and navigate multiple systems effectively.

• Report trends and escalate issues to management as required.

• Stay informed about changes in bank services and practices.

• Complete all mandatory skills and compliance training.

⛳️ Requirements

• Must reside within 50 miles of Denton, TX.

• High School Diploma or equivalent is required.

• Previous experience in customer service, specifically in an inbound call center setting.

• Experience in the financial services sector is preferred.

• Strong computer skills with the ability to navigate systems for quick resolutions.

• Excellent verbal communication, listening, customer service, and problem-solving abilities.

• Ability to handle confidential information in a professional manner.

• Flexibility to work varying hours as needed.

• Capacity to thrive in a fast-paced environment and meet or exceed performance goals.

• Must have a dedicated, private workspace for telecommuting purposes.

• Commitment to maintaining secure company-sensitive documents.

• Must not provide care for children or adults during scheduled working hours.

• Minimum internet speeds required: 10 Mbps download and 5 Mbps upload.

• Must connect directly to a router or modem using an Ethernet cable.

• Availability to travel when necessary is required.

🏝️ Benefits

• Opportunity for remote work.

• Comprehensive Customer Care New Hire Training.

• Annual Regulatory Compliance Training provided.

• Flexible working hours when necessary.

• Work-from-home technical requirements supported by remote work standards.