Introduction to blithequark
At blithequark, we pride ourselves on being a leading regional financial institution, dedicated to providing innovative solutions to individuals, families, and businesses in the Southeast for over a century. Our team members are passionate about creating remarkable experiences and building meaningful, lasting relationships with our customers and communities. We reflect the diversity and values of the communities we serve, and our core values make blithequark an exceptional place to bank and work.
Job Overview
We are seeking an experienced and skilled Customer Care Representative I to join our team in a remote capacity, residing within 50 miles of Homestead, FL. As a Customer Care Representative I, you will be responsible for delivering superior customer service to external and internal customers, providing a seamless experience regardless of the product, application, or service need. Your primary objective will be to build and maintain rapport with customers, quickly earning their trust and establishing yourself as a subject matter expert.
Key Responsibilities
- Identify and resolve customer inquiries using active listening, critical thinking, and probing skills to achieve first-call resolution.
- Respond to inbound phone inquiries in a timely, accurate, and professional manner, providing a personalized and rewarding experience for customers.
- Successfully address general inquiries regarding accounts, including balance inquiries, transaction history, transfers, stop payments, loan inquiries, phone banking PIN resets, customer maintenance updates, product assistance, and check orders.
- Provide tier-one digital banking support, including Multi-Factor Authentication unlock or delete, unlocking customer Online Banking profiles, and assisting customers with self-service password tools.
- Assist customers with debit card support, including inquiries, research, blocking, reissuing/reordering cards, and Reg-E disputes.
- Process customer inquiries accurately and efficiently to build customer confidence and trust, based on established policies and procedures.
- Promote blithequark's virtual branch solutions to customers, ensuring that their expectations are met or exceeded.
- Meet or exceed Customer Care Representative quality and productivity goals assigned by management.
- Ensure the security of customer information and assist in minimizing bank loss by performing customer authentication on each call received.
- Utilize all available systems and resources to review and interpret customer information.
- Maintain a working knowledge of PC skills, including the ability to troubleshoot common problems and navigate the internet, intranet, and multiple systems.
- Provide support by performing additional duties and tasks as needed or assigned.
- Maintain a positive, empathetic, and professional demeanor with customers at all times, regardless of the circumstances or stress level of the call center.
- Keep customers informed of changes in bank services, practices, and other factors affecting their account relationship.
- Follow established processes and guidelines in daily activities to do what is right for the customer and the bank, adhering to all company and department policies.
- Successfully complete additional skills training as required or requested.
Essential Qualifications
- High School Diploma or equivalent.
- Previous customer service experience in an inbound call center environment.
- Experience in financial services.
- Strong computer skills and ability to navigate systems for quick resolution.
- Excellent customer service skills, including verbal, listening, and problem-solving skills.
- Enthusiastic and highly motivated with a strong work ethic and intense focus on results.
- Ability to work with confidential information, both internally and externally, in a professional manner.
- Ability to have flexible hours when necessary.
- Receptive to coaching and feedback.
- Demonstrate the desire to meet/exceed goals and solve problems while working in a fast-paced environment.
- Interpersonal skills to create a positive and effective work environment.
Preferred Qualifications
- Strong knowledge of banking procedures.
- Patience and ability to remain calm even when customers are stressed or upset.
- Strong multi-tasking and problem-solving skills to handle and respond to inquiries timely.
- Attentiveness and ability to listen to customers' concerns, identify issues, and find resolutions.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our team members. As a Customer Care Representative I, you will have access to comprehensive training programs, including our Customer Care New Hire Training and Annual Regulatory Compliance Training. You will also have opportunities to develop your skills and knowledge in areas such as digital banking, customer service, and banking procedures.
Work Environment and Company Culture
blithequark is dedicated to creating a positive and inclusive work environment that reflects the diversity and values of the communities we serve. Our company culture is built on a foundation of respect, empathy, and professionalism, and we strive to create a workplace where our team members feel valued, supported, and empowered to succeed.
Compensation, Perks, and Benefits
blithequark offers a competitive compensation package, including a comprehensive benefits program, paid time off, and opportunities for professional growth and development. We also provide a range of perks and incentives to recognize and reward our team members' hard work and dedication.
Telecommuting Requirements
This is a remote position that requires you to have a dedicated work area established that is separated from other living areas and provides information privacy. You must also have a reliable internet connection with a minimum of 10 mbps download and 5 mbps upload speed. You will be required to directly connect to your router/modem via Ethernet cable and may be asked to provide proof of internet provider, speed, and service package.
Conclusion
If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity to join our team as a Customer Care Representative I. At blithequark, we are committed to creating a positive and inclusive work environment that values diversity, respect, and professionalism. Apply today to take the first step in your career with blithequark and discover a workplace where you can grow, learn, and succeed.
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