Customer care Rep I

• Build strong relationships and engage customers by providing a superior level of service and support with every customer interaction. Respond to customers' needs, inquiries and concerns in an accurate, effective, and timely manner.
• Protect and maintain confidentiality with all customers financial data when handling customer requests and transactions. Confirm customer information is up to date with each interaction.
• Develop and maintain knowledge of Altabank retail and consumer loan products and services. Understand the benefits of these products and services.

• Resolve customer needs promptly and professionally, on their First Call, by identifying the root cause and taking ownership of the call to resolution.
• Consistently apply sound decision-making techniques pertaining to customer inquiries and requests as they apply to existing policies and procedures, keeping within assigned approval limits. As needed, escalate issues to next level of authority.
• Accurately provide basic account information of all account types to customers including, but not limited to; balances, deposit amounts, check amounts, NSF fees, payment amounts and due dates.
• Perform basic account/system maintenance including, but not limited to; stop payments, phone/address changes, verification of deposit, hold placement, check orders, account research, eBanking, debit card activation, replacement, disputes and travel notes.
• Resolve customer Netteller emails. Respond directly to customer inquiries by phone call, secure email, or other Altabank approved method of communication. Forward emails to appropriate staff in branch locations as needed for resolution.
• Respond promptly to customer voicemails left for the Department. Respond directly to customer and/or forward voicemail message to appropriate staff in branch locations as needed.
• Research, document, and resolve errors promptly, accurately, and efficiently.
• Maintain and manage personal composure when confronted with a difficult situation and/or customer, with the ability to provide clients with information, advice and solutions, as well as gain their trust.
• Meet or exceed individual call performance metrics, contributing to established Customer Care KPIs/service level goals. Contributes to the success of the Customer Service Center Department with willingness to share in all department responsibilities.
• Know and recognize Red Flags for fraudulent transactions and activities.
• Help customers improve their banking experience and enhance customer relationships by recommending and referring bank products and services that meet their banking needs.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
• Complete required bank training courses within assigned time frame(s). It is the individual learner responsibility to ensure that they understand the information given to them in each training. If the learner does not understand the information given, they need to reach out to their supervisor for further clarification or additional training.
• Adhere to Altabank Core Values.
• Keeps management appropriately informed of area activities and of any significant problems.
• Participate in Community Service and Bank sponsored activities that serve and support the mission and values of the Altabank.
• Provide superior internal and external customer service: must demonstrate self-governance, courtesy and respect toward external customers as well as internal customers (all organization personnel).
• Represent Altabank in a professional manner which includes a professional image, confidentiality, a positive “can-do” attitude, good attendance, punctuality, flexibility and adaptability in meeting bank and customer needs. Keep work area tidy and maintain customer privacy. Attends and participates in meetings as required.
• Regular and predictable attendance.
• The above is a description of the ordinary duties of the position. It should be expected that from time to time, other duties both related and unrelated to the above may be assigned, and therefore, required.

• One year to two years of similar or related experience.
• A high school education or GED.

• Excellent phone and communication skills.
• Good computer and listening skills.
• Good writing skills.
• Good working knowledge of Bank's products and services.
• Ability to learn quickly and work in a fast-paced work environment.
• Able to work independently or in groups.
• Employee must be capable of interacting calmly and professionally with a variety of people from diverse backgrounds at various levels within and outside of the organization.
• Employee must be capable of regular, reliable, and timely attendance.
• Ability to adapt to change (e.g. shifting priorities, demands, and timelines) through time management, analytical, and problem-solving skills.

Altabank