What are the responsibilities and job description for the Customer Care Rep position at QNBT?
General Description
The Customer Care Representative is responsible for increasing Queensborough Customer Loyalty by ensuring a consistent, positive and valuable customer experiences. Customer Care Representative will provide telephone support and problem resolution by determining customer needs, responding to inquiries, and updating and maintaining customer information.
Key Responsibilities
- Answers incoming customer phone calls, chats and video calls in a timely manner.
- Provides resolution to customer issues by researching requests, offering solutions, and providing follow up or escalation as needed
- Proactively provides alternative banking solutions when needed
- Knowledge of bank policies and procedures and acts as subject matter expert on all bank customer related systems
- Knowledge all products offered by Queensborough
- Provides support to branches on customer service related processes and procedures
- Escalates customer service issues to Customer Care Team Leader as needed
- Stays aware of any new or updated information related to bank products and procedures
- Meets productivity and performance goals while providing excellent customer service
- Participates in customer care center team goals
- Provides back up support to branches in customer service issues
- Participates in Customer Care Center Quarterly Training
- Assists in identification and development of market process efficiencies.
- Provides customer support for Deluxe, ClickSWITCH and other customer related products
- Acts as a supportive team player and a champion of the Queensborough brand both internally and externally within the community
- Flexible work schedule including Saturdays