Customer Care Representative

Job Details: Job Location: Mason City branch - Mason City, IA, Salary Range: Undisclosed, POSITION SUMMARY:

Greets customers in a professional, friendly and courteous manner in person and on the phone and then directs them on to appropriate personnel to take care of their banking needs. The Customer Care Representative is expected to operate with minimal supervision; have a range of product knowledge and the ability to interface with customers on a daily basis; have a good business development attitude and the ability to handle confidential information in a professional manner. 

ACCOUNTABILITIES:  ***

Service:                        90%

Provides information to customers by greeting, answering questions in person – referring to appropriate personnel for service.
Ensures customer satisfaction by being the eyes and ear of the office, providing information, answering questions and responding to requests.
Provides personal direction to customers while extending common courtesies.
Maintain an inviting environment to be the first point of contact with our in person customers.
Assist in keeping the office clean, stocked, and organized throughout kitchen, conference rooms, stock and storage rooms/closest, and communal areas.
Responsible for support on various projects.  
May assists tellers if needed.
May complete special requests by closing accounts, taking orders for checks, providing special statements, copies, and referrals.
Processes customer transactions by maintaining safe deposit box records, invoicing customer for services, verifying transactions for accuracy if needed.
May assist Business Banking Assistants if needed.
May assist with imaging and/or call back duties.
Coordinate internal and external resources to expedite workflow.

Other:                          10%

Exhibits a basic understanding of our products and services.
Provides clerical support
Maintains customer confidence and protects bank operations by keeping information confidential.
Contributes to team effort by accomplishing related results as needed.
Attends mandatory compliance and security sessions.  Monitors daily work for adherence to compliance and security regulations, policies/procedures, and promptly corrects any deficiencies.

***   % is based on average of all positions; some %’s may vary dependent upon the location

COMPETENCIES:

Customer Service:

Exhibits customer focus, acknowledges & listens to customer, and provides friendly, courteous, and efficient service.

Active Listening

Give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Verbal/Written Communication Skills:

Provides information to customers outside the organization, supervisors, co-workers, and subordinates clearly and concisely in writing, by telephone, or through e-mail.

Initiative:

Exhibits the action of taking the first step such as originating new ideas or ability to think and act without being asked.

Team Skills:

Works together with a group of people to coordinate and help each other in daily tasks.

Attention to Detail/Accuracy:

Is careful, exact, and free from mistakes and errors.  Adheres closely to a set of standards.

Goal Setting:

Identifies specific business and personal career goals, plus a process to review accomplishment of goals.

Overall Performance:

Demonstrates knowledge and understanding of strengths/opportunities for improvement.

Qualifications: ENVIRONMENTAL CONDITIONS:

Work is performed primarily indoors in an office setting.

PHYSICAL AND MENTAL DEMANDS:

Position accountabilities are typically performed while sitting for most of the day.  The physical and mental demands of this position are representative of those that must be met by an employee to successfully perform the essential position accountabilities.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential position and accountabilities.  First Citizens Bank reserves the right to review each requested accommodation and determine if it poses an undue hardship.

KNOWLEDGE, SKILLS AND ABILITIES:

High school graduate or equivalent.
Skill in performing basic mathematical principles (such as addition, subtraction, multiplication, division, decimals) in account transactions.
Skill in working with the public, presenting a professional image of the bank, and servicing prospective and current customer inquiries, requests, and complaints.