Exchange Bank · 14 hours ago
Customer Care Representative/Sr. Customer Care Representative
Santa Rosa, California, United States
Full-time
Onsite
Entry, Mid Level
$20.40/hr - $26.20/hr
1+ years expExchange Bank is a financial institution seeking a Customer Care Representative/Sr. Customer Care Representative to provide exceptional customer service and support. The role involves answering customer inquiries, resolving complaints, and training new employees while promoting Bank products and services.
BankingFinanceFinancial Services
Responsibilities
Answer incoming phone calls and transfer calls to appropriate person
Answer general to complex customer inquiries regarding accounts, Bank products and information
Exercise discretion in authorizing minor financial adjustments; waive fees, raise debit card limits, etc
Initiate input for fund transfers, stop payments, account maintenance, corrections, address changes, and check orders, following all Bank policies and procedures
Solve customer problems ranging from simple to complex and resolve complaints
Interview customers regarding ATM/debit card transactions reported as fraudulent and work with third party processor to prepare and file Reg E claims
Provide Online Banking support by assisting customers with log on problems, password resets, browser issues, navigation and education, and bill pay questions
Perform research to provide answers and alternatives for customer while maintaining bank standards and policies
Open new customer accounts
Order new checks for customer accounts
Order new ATM/DEBIT cards and cancel cards lost, stolen or with fraudulent activity
Interview customers and complete loan applications
Quote rates and terms to customers on consumer loans
Answer customer inquiries regarding loans
Determine financial needs of customers and offer appropriate products
Cross-sell products and services to achieve individual goals
Follow-up with customers to ensure satisfaction and cross-sell additional products
Market and actively promote Bank products through community events
Refer customers to other Bank departments for additional financial service products
Work with other departments to successfully to complete the sales cycle
Proactively solve complex problems and provide timely resolution
Resolve complex customer complaints and handle escalated issues and customer calls when needed
Participate in pilot groups for testing software applications and reviewing Bank procedures
Raise VIP limits on Debit cards
Train and support Customer Care Representative with complex problem resolution
Direct Customer Care Representative to appropriate resource material to answer questions
Train and monitor new employees in Peer Mentoring program, including answering new employees’ questions, reviewing milestones, coaching through difficult issues, reviewing work assignments, communicating product knowledge and advising Manager on new employees’ progress
Qualification
Required
Knowledge of modern office administration methods and procedures
Skills operating a personal computer including word processing, spreadsheet, presentation, and account management software
Proficient in basic mathematics
Ability to complete New Employee test with a 90% or better within 3 months of hire
Thorough knowledge of Bank software applications such as Decision Pro and Desktop
Ability to complete Senior Customer Care Representative test with a 90% or better
Ability to stand, bend, stoop, sit, walk, twist and turn
Ability to lift up to 25 pounds occasionally
Ability to use a computer keyboard and calculator
Work environment is indoors, majority of the time is spent sitting at a desk
A combination of education and experience equivalent to a high school diploma and knowledge typically gained through a minimum of one year customer service, call center, banking or retail sales experience
A combination of education and experience equivalent to a high school diploma and knowledge typically gained through a minimum of two years experience as a Customer Care Representative
Company
Exchange Bank
Exchange Bank provides banking and financial services for personal, commercial trust and investment.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
A.J. Vazquez
Branch Manager III, Vice President
Dorothy Rodella
VP & Branch Manager
Recent News
TradingView
2026-02-02
Business Wire
2025-11-24
2025-10-30
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