Customer Care Representative

Work Schedule:This is a Hybrid work schedule; employee regularly splits their time working in the Knoxville, TN office and remotely. Must be able to work in the Knoxville, TN office as required.

Monday Friday; 8am-5pm, 8:30am-5:30pm, 10am-7pm and Saturday; 9am-1pm. Must be available to work Mon-Fri; 7am-7pm as needed. (Agents are on a rotating schedule and do not work early, late, or Saturday hours every day).

BASIC FUNCTION:As a Client Services Agent I, you will be responsible for providing exceptional customer service and support to clients of our bank. This entry-level position requires strong communication skills, problem-solving abilities, and a passion for delivering an outstanding customer experience. You will handle a variety of inquiries, resolve customer issues, and provide accurate information regarding our banking products and services. This role is crucial in ensuring customer satisfaction and maintaining a positive brand image for the bank.

ESSENTIAL FUNCTIONS:Respond promptly and professionally to incoming customer calls, emails, and messages regarding banking products, services, and inquiries.Provide accurate and relevant information to customers regarding account balances, transactions, interest rates, fees, and other banking-related topics.Assist customers in resolving issues, such as billing discrepancies, account errors, and transaction disputes, by troubleshooting, investigating, and escalating when necessary.Educate customers on self-service options, including online and mobile banking, and guide them through the process of using these tools effectively.Maintain comprehensive knowledge of the bank's policies, procedures, products, and services to deliver accurate and up-to-date information to customers.Identify opportunities to cross-sell or upsell bank products and services to customers based on their needs and preferences.Record and maintain customer interactions, transactions, and inquiries accurately in the bank's CRM system.Collaborate with team members and supervisors to address complex customer issues and ensure timely resolution.Adhere to call center metrics, including average handling time, first call resolution, and customer satisfaction ratings.Stay updated on industry trends, regulations, and changes in banking policies to provide informed support and guidance to customers.

SKILLS, KNOWLEDGE, AND TRAINING:Excellent verbal and written communication skills with a friendly and professional demeanor.Strong problem-solving abilities and the capability to handle difficult customer situations with empathy and patience.Ability to multitask, prioritize, and manage time effectively in a fast-paced call center environment.Proficient computer skills, including experience with CRM software, Microsoft Office Suite, and the ability to navigate multiple systems simultaneously.Attention to detail and accuracy in recording and documenting customer interactions.Flexibility to work in rotating shifts, including evenings, weekends, and holidays.Demonstrated ability to work both independently and collaboratively within a team.

WORKING CONDITIONS:Sitting for extended periods of timeLift 10-20lbs periodically

PREFERRED QUALIFICATIONSPrevious customer service experience in a call center or banking environment.Familiarity with banking products and services, including loans, credit cards, mortgages, and savings accounts.Knowledge of regulatory requirements related to the banking industry, such as data protection and privacy laws.Fluency in multiple languages to assist a diverse customer base.

REQUIREMENTS:High school diploma or equivalent; a bachelor's degree in business, finance, or a related field is a plus.