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INB, National Association · 3 days ago

Customer Care Center Consultant

Springfield,IL,US

Full-time

Onsite

New Grad, Entry Level

$19/hr - $19/hr

0+ years exp

INB, National Association is a locally owned, community-focused bank dedicated to helping individuals and businesses reach their financial goals. The CCC Consultant is responsible for delivering outstanding support and solutions to customers regarding INB’s products and services, handling communication through various channels, and assisting with account inquiries and management.

Banking

Responsibilities

Promptly and courteously respond to customer issues via phone, email, or live chat in alignment with INB Communications Policy

Interview customers to gather information and explain financial products such as: Checking and savings accounts, IRAs and CDs, Savings bonds and securities

Assist with personal and commercial account inquiries, product support, complaint resolution, and account management

Open and close all deposit account types (e.g., checking, savings, CDs, IRAs, safe deposit boxes)

Develop and maintain knowledge of INB’s full product and service line, including internet banking, loans, mortgages, and online tools

Foster a supportive, team-oriented work environment and demonstrate a constant 'how can I help you?' attitude

Cross-sell additional INB services and identify opportunities for referrals to product specialists

Conduct needs-based conversations, clarify customer concerns, and confidently transition from service to sales roles

Follow all INB policies and procedures (e.g., CIP, BSA, Reg CC)

Use CRM systems like NuPoint for tracking follow-ups, quality control, and pending items

Execute the Creating Loyal Customer (CLC) process with new and existing clients

Participate in departmental and bank-wide contests and initiatives

Engage in personal development through online learning and training opportunities

Maintain a professional appearance and organized work area

Perform other duties as assigned

Qualification

Customer ServiceBanking experienceCRM systemsCommunication skillsOrganizational skillsEmpathyDependabilityBasic arithmeticInternet navigationSpreadsheet softwareWord processingTeam-orientedActive listeningAdaptability

Required

Associate's degree (A.A.) or equivalent from a two-year college or technical school OR six months to one year of relevant experience/training OR a combination of education and experience

Understands and creates simple written communication

Communicates effectively in small group settings

Performs basic arithmetic operations

Computes rates, ratios, and percentages

Interprets bar graphs

Applies logical reasoning to written, oral, or diagram instructions

Solves common, standardized problems

Outgoing and energetic with strong organizational, communication, and phone skills

Self-motivated with an eagerness to learn about INB products and services

Demonstrates active listening, empathy, and patience

Team-oriented with a focus on collaboration and support

Comfortable in a structured work setting with non-traditional hours