Customer Care Center Agent

Position Overview:

Provide phone-based customer service to deposit customers of the bank. Identify opportunities to educate customers regarding additional services and delivery channels that add convenience for the customer. Identify opportunities to refer customers to sales partners for products and services that enhance the quality and convenience of the customer relationship.

Primary Responsibilities:

Performs any functions necessary, within scope of authority and expertise, to provide the highest level of service and responsiveness to customers:

• Professionally and efficiently answer incoming calls regarding the various categories of deposit accounts throughout the bank.
• Provide customers with requested information, answer questions, and resolve issues in a timely and efficient manner.
• Coordinate with internal resources regarding ongoing issues, and communicate to customers regarding status and eventual resolution.
• Identify opportunities to educate customers regarding services or products which would add convenience and enhance the banking relationship.
• Introduce alternatives for telephone inquiries to the bank including the VRU, mobile banking, internet banking, etc.
• Identify opportunities to refer customers to resources within the bank for additional products or services, and submit sales requests to notify business partners of sales opportunities.
• Maintain security of customer information and adhere to Avidia Bank policies in responding to telephone inquiries.

Other Responsibilities:

Perform related and unrelated duties as may be required.

Requirements

• High School diploma combined with two years of banking experience.
• Experience as a teller and customer service representative within a branch (account opening, sales and service to existing and prospective customers), or in a call center environment supporting general deposit account inquiries.
• Strong customer service, organizational, and communication skills. Demonstrated proficiency in telephone based customer service situations.
• Ability to prioritize tasks within defined responsibilities and apply bank and department policies and procedures.
• Knowledge of and familiarity in adhering to account opening procedures, regulations including CIP, etc.
• Experience utilizing banking core processing systems for account opening and maintenance.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint, and Access).

Avidia Bank is an Equal Opportunity Employer/Veterans/Disabled

Member FDIC/DIF

PM21