The Customer Care Representative is responsible for ensuring a consistent, positive, and valuable experience for both our external and internal (employees) customers. Representatives will provide support and problem resolution via phone, chat, and video by determining customer needs, responding to inquiries, and updating and maintaining customer information.
Key Responsibilities
- Provide support for Spanish and speaking customers.
- Responding to all inquiries within team SLA guidelines.
- Providing timely resolution to customer issues by researching requests, offering solutions, and providing follow up or escalation as needed.
- Maintains working knowledge of all systems/functionality utilized by Customer Care team (Gila and Freshdesk as examples) in addition to other internal bank systems need to perform job functions.
- Maintains appropriate knowledge level on bank customer facing systems to support level one (basic support) customer calls (online banking, mobile banking as examples).
- Maintains a high degree of familiarity with products offered by Queensborough and how to direct customers to appropriate resources as necessary.
- Proactively provides alternative banking solutions when needed.
- Provides support to branches on customer service-related processes and procedures.
- Escalates customer service issues to Customer Care leadership as needed.
- Meets individual productivity and performance goals while providing excellent customer service.
- Supports an environment focused on customer service and continuous improvement.
- Participates in Customer Care Center Quarterly Training.
- Acts as a supportive team player and a champion of the Queensborough brand both internally and externally within the community.
- Flexible work schedule Monday - Friday 745am - 630 pm and Saturday 745am - 130pm.
Preferred
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Bachelors or better in Finance or related field
Required
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Written Communication
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Organization
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Professionalism
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Typing
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Verbal Communication
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Microsoft Office Suite
Preferred
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Dedicated: Devoted to a task or purpose with loyalty or integrity
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Team Player: Works well as a member of a group
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Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Preferred
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Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
