Job Details

** Customer Care Agent**

**Job Category****:** Call Center **Requisition Number****:** CUSTO001429 Showing 1 location **Job Details**

**Description**

**Your Role**

The primary role of the Customer Care Agent is responding to and resolving customer inquiries received through various channels, including telephone and digital channels, while meeting the Bank's compliance standards. Customer inquires may be regarding account information, general questions, and technical support for digital banking products. This includes transfers and loan payments via phone, stop payment requests, statement requests, processing check orders, processing internal requests, and cross-selling bank products.

**Job Requirements**

The following qualifications are necessary for this role:

* Possess a high school diploma or GED

* Have at least two years of previous customer service/call center experience

* Be willing to work flexible shifts to accommodate the operating hours of department

**Competencies**

The following skills are vital to succeed in this role:

* Ability to listen and identify the needs and wants of a customer as well as making quick decisions independently

* Knowledge of various functions of the bank and where to find answers or information as needed

* Ability to multi-task and often change focus quickly without getting stressed or overwhelmed

* Ability to be self-motivated, self-driven and self-sufficient with minimal management oversight or supervision

* Possess proficient computer skills and be familiar with most Microsoft Office applications

**Duties and responsibilities**

The following tasks are the expected functions of this role:

* Respond to incoming calls via the telephone or digital channel

* Provide a resolution to inquiries, concerns and technical issues

* Actively sell and cross-sell bank products

* Act as a spokesperson for new promotions and product introductions

* Identify sales and retention opportunities based on the customers needs

* Implement research strategies as needed

* Maintain compliance with regulations and bank policies and procedures, including the Bank Secrecy Act and Office of Foreign Assets Control requirements

**Your Team**

A Customer Care Agent must excel in a fast-paced environment with exceptional time management skills. Extraordinary customer service skills and proper phone etiquette must be displayed at all times. You must maintain current knowledge of bank products, services, and fees. Youll be accountable for maintaining acceptable performance levels, personally and as a group.

**Your Organizational Impact**

The Customer Care Agent is vital to retaining existing customer relationships by providing a seamless user experience with efficiency and accuracy at every contact. Your team will drive customer satisfaction and loyalty. Your team will promote the Bank's culture while maintaining acceptable service levels, resulting in increased profitability.

**Our Company**

Employees of Bank of Tennessee share a common vision and are committed to achieving common goals through teamwork and leadership. Besides being an exciting and progressive financial leader, we offer plenty of employee recognition, idea sharing, and team spirit. Our team is given unlimited opportunity to discover new ways to deliver superior customer service.

**Physical Requirements**

You will regularly be sitting stationary at a workstation, constantly operating a computer or other office machinery in order to complete your job functions. You will frequently be communicating with other employees through various channels such as talking, listening, and typing.

**Qualifications**

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**Licenses & Certifications**

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)