Customer Care Team Representative
Company: Unity Bank
Location: Crosby
Posted on: August 5, 2022
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Job Description:
Job Description Job Title: Customer Care Representative Reports
to: Customer Care Manager Culture Vision Statement: Unity Bank
strives to be an innovative bank that exceeds service excellence
standards. Our culture is a caring collaborative environment where
our communities and our employees matter to each of us. Those
employees that are proactive, adaptable to change, and creative
will be attracted to our growing organization. General Summary:
Responsible for demonstrating service excellence in accordance with
Unity---s Vision and Mission statements: Our mission is to help
people achieve their dreams. Our Vision: Be the bank that connects
people: employees, customers, community . Our core values: respect,
honesty & integrity, satisfaction and enjoyment. The Customer Care
Representative is responsible for delivering exceptional internal
and external customer service by listening to customers--- needs or
issues and providing helpful solutions to their problems. This
includes handling inbound and outbound calls to and from customers,
while effectively managing the needs of our customers. The Customer
Care Representative works collaboratively with the retail banking
staff, deposit operations staff, and other bank departments to
assist customers through a productive, team-oriented work
environment that leads to customer service excellence. Principal
Responsibilities & Duties: Answers incoming customer calls and
provides accurate, satisfactory answers to their questions and
concerns. Works with dissatisfied customers, offering patient
assistance and support to de-escalate situations and provide
reasonable solutions. Assists customers and handles their
troubleshooting issues related to electronic service needs. Acts as
the main point of contact for customers requesting assistance with
non-branch transactions and newer technology such as ITM
(Interactive Teller Machine) systems. Assists customers with online
appointment scheduling. Supports Unity---s strong relationship
banking culture through ongoing customer contact, providing quality
customer service, and maintaining superior product knowledge.
Proactively connects with customers through outreach calls to
engage our customers and strengthen our relationship with them.
Acts as a primary lead for our Customer Onboarding Program,
periodically connecting with new and existing customers to offer
support and guidance on technology, products and services. Builds
long-term relationships with customers as a foundation to cross
sell our products and services by identifying customer needs and
assisting them to meet those needs or referring them to other bank
departments. Collaborates with internal business partners to
provide comprehensive solutions to meet customer---s financial
needs. Understands the Bank---s products and services and is able
to clearly explain and advise current and prospective customers on
the products and services that are best suited to meet their needs.
Performs duties like opening new deposit accounts, maintaining
customer information on the Banks--- core system, and other
requested tasks. Works collaboratively with other bankers to
perform dual control on certain retail functions, including but not
limited to, wire transfer call back verifications and customer
maintenance functions on the Bank---s core system. Actively
participates in a team of cross trained individuals that can
perform all customer service functions for customers, regardless of
location. Assists other departments with projects and customer
outreach initiatives, as requested, to help manage overall
efficiencies in the organization. Actively supports the branch in
creating a great customer experience and participates in branch
activities. Supplemental Pay: Bonus Pay Benefits: 401(k), 401(k)
matching, Dental insurance, Disability insurance, Employee
assistance program, Health insurance, Health savings account, Life
insurance, Paid time off, Vision insurance . Working Conditions:
Bank/office environment, secure, comfortable working conditions.
May be required to travel to meet with customers, and/or visit
other branch offices, and other facilities. This is a position for
which: Military experienced individuals are encouraged to apply.
Candidates of all ages, including older job seekers, are encouraged
to apply. Applicant's with disabilities are encouraged to apply
Unity Bank is an equal opportunity employer.
Keywords: Unity Bank, Duluth , Customer Care Team Representative, Other , Crosby, Minnesota
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