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EagleBank · 4 days ago

Customer Care Representative II

US-MD-Bethesda

Full-time

Hybrid

Entry, Mid Level

$24.18/hr - $35.52/hr

2+ years exp

EagleBank is a values driven organization focused on building meaningful connections with customers and employees. The Customer Care Representative II is responsible for delivering outstanding customer service and support regarding various banking services, while also assisting internal staff with operational needs.

BankingFinancial Services

Responsibilities

Delivers support and assistance to business and consumer customers calling about Online Banking, Mobile Banking, VISA debit cards and Consumer Lending and limited Deposit Services providing them with consistent outstanding customer service, accurate information and timely response to promote customer satisfaction and retention

Handles incoming calls to the main number of the Bank and transfers the callers to the correct source within the Bank

Handles outgoing calls to debit card customers with suspicious transaction activity to assess if transaction activity was legitimate

Handles incoming calls from Branch employees needing assistance to execute some debit card and online banking processes in support of customer service

Qualification

Online account servicingTroubleshootingBanking regulations knowledgeElectronic banking servicesMS OfficeCustomer communication

Required

H.S. Diploma or General Education Degree (GED) or equivalent

2 years online account opening and servicing or equivalent internal EagleBank branch experience

Strong technical experience with servicing digital accounts, products, and services

Strong technical experience troubleshooting

Strong knowledge of banking regulations, policies, and procedures

Strong knowledge of banking products and services, particularly electronic banking services and account opening platforms

Solid understanding of computers and browser functionalities

Ability to view situations from a customer's vantage point and deliver a friendly, empathetic communication style by telephone

General knowledge of MS Office

Preferred

Bachelor's degree

4 years inbound call center and/or branch operations experience with a minimum of two years inbound call center experience required; financial institution experience

Previous electronic banking experience

Bank core system experience