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 external and internal clients.

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

• Respond to incoming phone calls accurately, professionally, and in a timely manner.

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

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

• Assist with inquiries regarding debit cards, including research, blocking, reissuing/reordering cards, and handling Reg-E disputes.

• Process inquiries promptly and accurately in line with established policies and procedures.

• Advocate for virtual branch solutions.

• Achieve or surpass quality and productivity targets.

• Verify customer identity on each call to help reduce potential bank losses.

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

• Resolve common PC issues and navigate various internet, intranet, and multiple system platforms.

• Identify trends and escalate concerns to management as necessary.

• Keep customers updated on changes in bank services and practices.

• Adhere to company and departmental policies while completing additional assigned tasks.

⛳️ Requirements

• Must reside within a 50-mile radius of Winter Haven, FL.

• High School Diploma or equivalent is required.

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

• Background in financial services is preferred.

• Strong computer skills with the ability to navigate systems for swift problem resolution.

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

• Capacity to handle confidential information with professionalism.

• Flexibility to work varying hours when needed.

• Proven ability to meet or exceed goals and address challenges in a fast-paced environment.

• Completion of Annual Regulatory Compliance Training is required.

• Successful completion of Customer Care New Hire Training is necessary.

• A dedicated work area separate from living spaces, ensuring information privacy.

• Ability to keep sensitive company documents secure.

• Must not provide childcare or adult care during scheduled work hours.

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

• Must connect directly to the router/modem via Ethernet cable.

• Availability to travel when required.

• Work hours: 11am–8pm EST with rotational Saturday shifts.

🏝️ Benefits

• Opportunity for remote work.

• Rotational Saturday shifts.

• Comprehensive Customer Care New Hire Training.

• Annual Regulatory Compliance Training provided.

• Flexible working hours when necessary.

• Dedicated setup for remote work.

• Reliable internet and Ethernet connection requirements for telecommuting.