Customer Care Concierge I

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**Summary:** Responsible for providing professional customer service

promptly while building customer rapport with a high degree of personal

service, maintaining customer loyalty and satisfaction. Understand,

promote and provide information for assisting customers with their needs

while looking for cross-sell opportunities using a thorough knowledge of

bank products and services. Work schedule will include some weekends and

evenings and requires excellent attendance and punctuality.

All employees are expected to protect the information and assets of the

organization through heightened awareness of information security, cyber

security, and risk management best practices, as well as complying with

all applicable laws, regulations, and organizational policies.

**Responsibilities:** include but are not limited to the following.

Other duties may be assigned.

- Manage incoming and outgoing phone calls, representing the bank in a

positive, courteous and professional manner, keeping records of

customer interactions, performing transactions and making updates to

customer records, when needed.

- Handle complaints or reported issues/incidents while providing

helpful solutions or alternatives within allowable time limits and

reporting issues and follow up to ensure timely resolution;

maintaining appropriate documentation.

- Monitor and access web-based modules for customer and/or vendor

initiated correspondence, forms and activities for customer support

needs, handling of potential issues and proper follow up; detecting

suspicious activities and potential fraud and ensuring properly and

timely handling.

- Identify and assess customers needs and cross-sell or make sales

referrals of bank products and services, as needed.

- Process and perform check back of various forms, reports, etc., to

accommodate customer product and service needs and ensure accuracy

and compliance with standards and procedures; detecting potential

fraud when possible.

- Meet or exceed established referral goals.

- Send communication using the appropriate electronic or digital

channel to promote, inform and update customers of bank product and

services.

- Perform data entry and work with various software programs.

- Compile, process and monitor various reports.

- Maintain information on the Banks Intranet as directed.

- Maintain appropriate documentation following record retention

processes and guidelines.

- Maintain familiarity with applicable laws, regulations and general

safety and soundness guidelines and assist in ensuring compliance

with such.

- Maintain familiarity of applicable Bank policies, procedures,

products and services.

- Assist in developing and/or updating procedures.

- Assist in developing and/or updating training materials to educate

bank personnel in customer service expectations to maintain customer

service levels.

**Qualifications and Skills:** To perform this job successfully, an

individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge,

skills and abilities required. Reasonable accommodations may be made to

enable individuals with disabilities to perform essential functions.

**Education/Experience:**

- High School diploma or equivalent.

- Minimum of one year of experience in banking, customer service or

other related area required.

- Associates degree preferred.

**Knowledge/Skills/Abilities:**

- Strong organizational skills and attention to detail.

- Strong customer service orientation.

- Ability to problem solve, prioritize tasks and meet required

deadlines.

- Ability to think critically and use good sound judgment in decision

making.

- Ability to promote, sell and cross-sell bank products and meet

referral goals.

- Ability to respond to common inquiries or complaints from customers,

co-workers or vendors.

- Ability to write routine correspondence and communicate effectively

and tactfully, orally and in writing with employees, customers,

vendors and management.

- Ability to define problems, collect data, establish facts and draw

valid conclusions.

- Must understand and comply with company policies and procedures.

- Ability to maintain a friendly, helpful and courteous attitude when

working with customers or co-workers under diverse conditions.

- Ability to accurately and quickly complete standard mathematical

calculations.

- Ability to apply concepts such as fractions, percentages, ratios and

proportions to practical situations.

- Ability to use a calculator, computer and applicable software.

- Ability to use Microsoft Internet Explorer and Microsoft Office

programs, specifically Word, Outlook and Excel.

**Physical Demands:**