Job Information
The Cooperative Bank of Cape Cod Customer Assitance Representative in Hyannis, Massachusetts
The Customer Assistance Representative is dedicated to making each banking experience exceptional for our customers by providing personalized service via telephone & email. We are recruiting for a Customer Assistance Center Representative to join our team 30 hours per week. Located in our Headquarters, the CAR personalizes the customer experience & cultivates relationships through offering individual service. Acts as liaison & resource between customer & bank, resolving problems & retrieving information for those in need. This 30 hour per week position may include flexible scheduling, however will require some extended hours on Thursdays & Fridays until 7:00 p.m. & rotating Saturdays until 1:00 p.m. ESSENTIAL RESPONSIBILITIES Ensures that all incoming calls are forwarded to necessary staff (mortgage originators, loan servicing, deposit services, etc.) if unable to personally resolve the matter. Ensures the response to all interest e-mails from existing or new customers is done in compliance with the Bank?s service standards. Contacts existing customers to promote additional products or services. Remains knowledgeable of all Bank products to effectively cross-sell new or add-on products to develop full-service customer relationships. Monitors customer service concerns & follows up to resolve problems; takes all steps necessary to promote department effectiveness in conformance with established goals & objectives. Ensures compliance with policies & procedures. Positively & proactively reconciles problems & complaints referred by customers & other departments Ensures proper upkeep of assigned equipment & routine maintenance of equipment, while maintaining a neat & efficient work area. Remains educated on changes in Bank policies, procedures, products & regulatory compliance. Participates as an active member of various internal committees, as needed. Actively promotes the interest of the Bank whenever possible by participating in community & professional organizations. Perform other duties as may be required to ensure the ongoing effectiveness of the Call Center Department. Our history of success & commitment to exceptional customer service starts with our employees & we are seeking candidates who share our vision of excellence & distinction. In addition to working with our engaged & exceptional team members, the successful candidate will be provided with competitive salary & outstanding benefits that include health dental & vision insurance, generous 401(k) match & tuition reimbursement. Member FDIC. Member DIF. Equal Opportunity Employer. Requirements COMPETENCIES Customer Service - Exceptional customer-focused skills to manage difficult & complicated situations; responding promptly to customer needs, responds to request for service & assistance. Communication - Ability to interact brilliantly with customers, colleagues, & public Problem Solving - Ability to think analytically & independently & be detail oriented. Professionalism - Upholds a consistent professional appearance & demeanor, both in person & on phone QUALIFICATIONS Education & &/or Experience High School Diploma/GED plus specialized training. Two years of banking or call center experience. Ability to maintain confidentiality; with tact & diplomacy. Physical Requirements Ability to lift & carry up to 25 pounds on an occasional basis.