Customer Care Representative

Description

SUMMARY OF POSITION:

The customer care representative (CCR) will be responsible to perform routine customer transactions, including deposits, withdrawals, loan payments, transfers and check cashing using risk-based decision-making skills. A CCR must have sufficient knowledge of products and services to enable proficient and appropriate referrals of products and services and the ability to assist customers with any questions or issues related to those products and services. Assignment of position level based on experience, performance and longevity in position. 

Essential Functions:

•  Accurately perform routine customer transactions, including but not limited to deposits, withdrawals, loan payments, transfers and check cashing.
• Apply risk-based decision-making to each transaction. Work to stop fraud by using investigative skill and following bank policy and procedure.
• Provide customers with the forms necessary to transact business at the bank.
• Examine checks for endorsements and negotiability, qualifying documents according to established policy and procedure.
• Provide customers with proper receipt for payments.
• Consult with prospective, new and current customers on products and services available at Marquette. Make qualified recommendations and referrals in the Connections system.
• Respond to customers’ requests, problems and complaints, and/or direct them to the proper person for specific information and assistance.
• Receive information pertaining to customers’ accounts and route to proper departments. 
• Process services for properly identified customers including stop payments, ATS, SaveUp, and card requests. Properly identify customer and provide routine information on bank services and policies, including types of accounts, loan policies, interest rates, office hours and telephone numbers.
• Explain bank services available to the customers. 
• All duties will be conducted with a high level of customer information security and confidentiality
• Other duties may be assigned as necessary.

Marginal Functions:

• May assist with duties of the senior customer care representative. 

This class specification should not be interpreted as all-inclusive. It is intended to identify the essential functions and requirements of this job. Individuals may be requested to perform job-related responsibilities and tasks other than those stated in this specification. Any essential function or requirement of this class will be evaluated as necessary should an individual be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the individual when possible.

Requirements

KNOWLEDGE, SKILL, AND ABILITY REQUIREMENTS:

Education And/Or Experience:

High school diploma or equivalent. Prior banking experience preferred but not required. Broad knowledge of the bank’s products and services is required. 

Compliance Knowledge:

Ability to demonstrate general knowledge of the Bank Secrecy Act/USA Patriot Act, Privacy laws and regulations, as well as consumer protection deposit laws and regulations; including, but not limited to, Expedited Funds Availability Act, Electronic Funds Transfer Act, and Truth-in-Savings Act. 

General knowledge of information security is required. This includes understanding the importance of safekeeping confidential customer information, understanding and acknowledgement of Bank policies in relation to information security, and maintaining safety in the Bank’s network.

Sales & Service Skills:

Employee must demonstrate thorough knowledge of Marquette products/services and apply that knowledge to solve customer problems appropriately and effectively. Must also be fully versed and comfortable with the sales process to meet needs of customers.

Language Skills:

Ability to read and interpret documents such as safety rules, instructions, and procedure manuals. Ability to speak effectively with employees of organization. Must have proficient computer skills.

Equipment/Tools Skills:

The employee must have the ability to use standard office equipment. 

Mathematical Skills:

Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals. Must have the ability to balance and make mathematical computations with accuracy. 

Reasoning Ability:

Ability to apply commonsense understanding to issue and carry out both detailed and written or oral instructions. Ability to use sound reasoning to negotiate payment orders. 

Physical Demands:

While performing the duties of this job, the employee is frequently required sit; and to use hands to finger, handle, or touch. The employee is occasionally required to stand; walk; and talk or hear. 

The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. 

WORK ENVIRONMENT:

The noise level in the work environment is consistently moderate.

The employee will regularly work near moving mechanical parts (i.e. drawer and tubes for the drive through). 

Employee in this position will be required to work in indoor environment and come in direct contact with staff and customers.

This class specification should not be interpreted as all-inclusive. It is intended to identify the essential functions and requirements of this job. Individuals may be requested to perform job-related responsibilities and tasks other than those stated in this specification. Any essential function or requirement of this class will be evaluated as necessary should an individual be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the individual when possible.

Marquette Savings Bank is a 117-year-old financial institution headquartered in Erie, PA with branch offices throughout Erie and Crawford Counties. Marquette is an Equal Opportunity Employer, and we actively recruit, and seek to hire, retain, and promote a diverse workforce; we are an equal opportunity employer of protected veterans and individuals with disabilities.