POSITION TITLE: Customer Care Center Representative
DEPARTMENT: Retail Banking and Delivery
ACCOUNTABILITY: Customer Care Center Manager
Scope of Responsibility: The Customer Care Center Representative serves as a primary point of contact for customers by telephone, secure messaging, chat, email, and other electronic channels. The representative provides prompt, accurate, and professional assistance with deposit accounts, digital banking, debit cards, electronic payments, account maintenance, fraud concerns, and other banking needs.
This position is expected to listen carefully, understand the customer’s need, take ownership of the request, and provide first-contact resolution whenever possible. The representative protects customer information, follows Bank procedures, and delivers service that is easy, responsive, and personalized.
Duties & Responsibilities:
Customer Service and Call Handling
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Respond promptly and professionally to inbound calls and electronic customer inquiries.
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Listen actively, ask appropriate questions, and clearly communicate information and solutions.
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Take ownership of customer requests through resolution, including completing or coordinating required follow-up.
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Strive to resolve customer needs during the initial contact whenever possible.
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Build customer confidence through empathy, professionalism, accuracy, and clear communication.
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Handle complaints, difficult conversations, and sensitive situations calmly and professionally.
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Educate customers about relevant products, services, and digital banking capabilities.
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Escalate requests appropriately when additional authority or expertise is required.
Account and Digital Banking Support
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Process account maintenance and servicing requests, including account research, stop payments, check orders, address and contact changes, electronic statement enrollment, travel notifications, loan payments, wire requests, and other authorized transactions.
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Assist customers with Online Banking, Mobile Banking, Bill Pay, Remote Deposit Capture, and other electronic banking services.
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Research questions involving transactions, deposits, payments, fees, and account activity.
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Provide debit card support, including card replacements, card status changes, limit requests, transaction research, refunds, and disputes.
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Assist customers reporting fraud, unauthorized activity, or other account security concerns in accordance with established procedures.
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Process assigned cash management and business banking service requests.
Quality, Security, and Teamwork
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Verify customer identity before disclosing information or processing transactions.
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Protect confidential customer and Bank information in accordance with policies and regulatory requirements.
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Accurately document customer interactions, actions taken, and required follow-up.
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Meet established standards for service quality, accuracy, productivity, schedule adherence, and compliance.
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Maintain current knowledge of Bank products, services, systems, policies, and procedures.
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Collaborate with branches and internal departments to resolve customer needs efficiently.
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Participate in training, coaching, and continuous improvement activities.
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Perform other duties as assigned.
Physical Requirements: The physical demands described here must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
While performing the duties of this position, the employee is regularly required to sit or stand for prolonged periods, reach with hands and arms, stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 15lbs. Vision abilities required include close vision, distance vision, and peripheral vision. The employee will need to be able to do close-up paperwork and view computer screens.
Contacts & Relationships: Individuals in this position will interact directly with customers and visitors, to provide a warm and welcoming experience and ensure that the customer receives prompt courteous and professional customer service in a confidential manner.
Knowledge, Skills & Experience:
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High school diploma or equivalent.
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At least two years of customer service experience, preferably in banking, financial services, hospitality, retail, or a contact center.
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Excellent verbal and written communication skills.
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Strong telephone presence and the ability to build rapport without face-to-face interaction.
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Effective active listening, questioning, problem-solving, and conflict-resolution skills.
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Ability to remain calm, patient, and professional in challenging situations.
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Strong attention to detail and the ability to process customer requests accurately.
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Ability to manage multiple systems, tasks, and customer needs in a fast-paced environment.
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Ability to learn banking products, procedures, systems, and technology.
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Ability to work collaboratively as part of a customer-focused team.
EEO Statement: Hebron Savings Bank provides equal employment opportunities to all employees and applicants without regard to unlawful considerations of race, creed, color, national origin, nationality, ancestry, age, sex, familial status, marital status, domestic partnership, affectional or sexual orientation, gender identity or expression, liability for military service, mental or physical disability or perceived disability, and any other classification protected by applicable state and federal laws. Reasonable accommodation is available for qualified individuals with disabilities upon request.
Hebron Savings Bank expressly prohibits workplace harassment or unlawful discrimination against individuals on the same basis as outlined above.
Job Classification: Non-Exempt
