Customer Care Rep at Queensborough National Bank & Trust

 General Description

The Customer Care Representative is responsible for increasing Queensborough Customer Loyalty by ensuring a consistent, positive and valuable customer experiences. Customer Care Representative will provide telephone support and problem resolution by determining customer needs, responding to inquiries, and updating and maintaining customer information.

Key Responsibilities

• Answers incoming customer phone calls, chats and video calls in a timely manner.
• Provides resolution to customer issues by researching requests, offering solutions, and providing follow up or escalation as needed
• Proactively provides alternative banking solutions when needed
• Knowledge of bank policies and procedures and acts as subject matter expert on all bank customer related systems
• Knowledge all products offered by Queensborough
• Provides support to branches on customer service related processes and procedures
• Escalates customer service issues to Customer Care Team Leader as needed
• Stays aware of any new or updated information related to bank products and procedures
• Meets productivity and performance goals while providing excellent customer service
• Participates in customer care center team goals
• Provides back up support to branches in customer service issues
• Participates in Customer Care Center Quarterly Training
• Assists in identification and development of market process efficiencies.
• Provides customer support for Deluxe, ClickSWITCH and other customer related products
• Acts as a supportive team player and a champion of the Queensborough brand both internally and externally within the community
• Flexible work schedule including Saturdays:  8am-6pm Monday -Friday and 8am- 1pm Saturday