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 queries accurately, professionally, and without delay.

• Manage account balance inquiries, transaction histories, transfers, stop payments, loan inquiries, PIN resets, customer maintenance updates, product support, and check orders.

• Offer tier-one digital banking assistance, which includes multi-factor authentication and online banking profile support.

• Provide support for debit card inquiries, including research, blocking, reissuing/reordering cards, and handling Reg-E disputes.

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

• Advocate for virtual branch solutions to enhance customer experience.

• Achieve or surpass quality and productivity benchmarks.

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

• Leverage available systems and resources to review and interpret customer information effectively.

• Diagnose common PC issues and navigate through internet, intranet, and multiple systems seamlessly.

• Keep customers updated on changes to banking services and practices.

• Adhere to company and departmental policies as well as established processes.

• Fulfill additional responsibilities, tasks, and skills training as assigned.

⛳️ Requirements

• Must live within 50 miles of Denton, TX.

• High School Diploma or equivalent is required.

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

• Experience in the financial services sector is preferred.

• Strong computer proficiency and the ability to navigate systems for swift resolution.

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

• Must handle confidential information with professionalism.

• Flexibility to work varied hours as needed.

• Capability to thrive in a fast-paced environment and meet or exceed objectives.

• Completion of Annual Regulatory Compliance Training is required.

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

• A dedicated workspace that is separate from other living areas to ensure information privacy.

• Must secure company-sensitive documents appropriately.

• Must not provide child 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 is required.

• Direct Ethernet connection to the router/modem is necessary.

• Availability to travel when required.

• Work hours are from 10am to 7pm CST, including rotational Saturday shifts.

🏝️ Benefits

• Opportunity to work remotely.

• Established remote work standards and eligibility criteria.

• Annual Regulatory Compliance Training provided.

• Customer Care New Hire Training offered.

• Flexible working hours when necessary.

• Rotational Saturday shifts are part of the schedule.

• Equal Opportunity Employer status, including support for disabled individuals and veterans.