Banterra Bank · 3 months ago
Customer Care Concierge I
Eldorado, IL 62930, USA
Full-time
Onsite
Entry Level
1+ years expBanterra Bank is seeking a Customer Care Concierge I to provide professional customer service while building rapport and maintaining customer loyalty. The role involves managing phone calls, handling complaints, cross-selling bank products, and ensuring compliance with applicable laws and bank policies.
Financial Services
Responsibilities
Manage incoming and outgoing phone calls, representing the bank in a positive, courteous and professional manner, keeping records of customer interactions, performing transactions and making updates to customer records, when needed
Handle complaints or reported issues/incidents while providing helpful solutions or alternatives within allowable time limits and reporting issues and follow up to ensure timely resolution; maintaining appropriate documentation
Monitor and access web-based modules for customer and/or vendor initiated correspondence, forms and activities for customer support needs, handling of potential issues and proper follow up; detecting suspicious activities and potential fraud and ensuring properly and timely handling
Identify and assess customers’ needs and cross-sell or make sales referrals of bank products and services, as needed
Process and perform check back of various forms, reports, etc., to accommodate customer product and service needs and ensure accuracy and compliance with standards and procedures; detecting potential fraud when possible
Meet or exceed established referral goals
Send communication using the appropriate electronic or digital channel to promote, inform and update customers of bank product and services
Perform data entry and work with various software programs
Compile, process and monitor various reports
Maintain information on the Bank’s Intranet as directed
Maintain appropriate documentation following record retention processes and guidelines
Maintain familiarity with applicable laws, regulations and general safety and soundness guidelines and assist in ensuring compliance with such
Maintain familiarity of applicable Bank policies, procedures, products and services
Assist in developing and/or updating procedures
Assist in developing and/or updating training materials to educate bank personnel in customer service expectations to maintain customer service levels
Qualification
Required
High School diploma or equivalent
Minimum of one year of experience in banking, customer service or other related area required
Strong organizational skills and attention to detail
Strong customer service orientation
Ability to problem solve, prioritize tasks and meet required deadlines
Ability to think critically and use good, sound judgment in decision making
Ability to promote, sell and cross-sell bank products and meet referral goals
Ability to respond to common inquiries or complaints from customers, co-workers or vendors
Ability to write routine correspondence and communicate effectively and tactfully, orally and in writing with employees, customers, vendors and management
Ability to define problems, collect data, establish facts and draw valid conclusions
Must understand and comply with company policies and procedures
Ability to maintain a friendly, helpful and courteous attitude when working with customers or co-workers under diverse conditions
Ability to accurately and quickly complete standard mathematical calculations
Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations
Ability to use a calculator, computer and applicable software
Ability to use Microsoft Internet Explorer and Microsoft Office programs, specifically Word, Outlook and Excel
Preferred
Associate's degree preferred
Company
Banterra Bank
Banterra Bank is a bank providing consumer lending, mortgages, and financial services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Gary Dillard
EVP, Chief Financial Officer
Jennifer Aden
Executive Vice President, Chief Legal Officer, Corporate Secretary
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