BANKSOUTH Hiring for Customer Care Center Representative – Watkinsville at Watkinsville, GA Full Time

CUSTOMER CARE CENTER REPRESENTATIVE

Overview:

BankSouth is seeking a Customer Care Representative to assist customers with a wide variety of services and advise as how to best utilize company products and services in order to meet personal financial goals and provide the highest quality customer service.

The office hours of our customer care department are 7:00 AM – 6:00 PM Monday through Friday, and 8:00 AM through 1:00 PM on Saturday. Selected associate should be able to work approximately 6 to 8 hour shifts within the aforementioned time frames and a rotating Saturday shift. Selected associate should be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable, and timely attendance.

Responsibilities:

– Provide a timely response/follow up to customer inquiries, via the telephone and in writing, regarding their banking needs.

– Develop and maintain working competencies across multiple systems; employ critical thinking “outside the box” skills to assist clients with technology-based questions and services.

– Consult with customers regarding their product needs and respond with suggestions of Bank products that may enhance/improve their customer experience with BankSouth.

– Satisfactorily perform all the required duties of the position and meet the performance standards of the position based on metrics for measurement of performance that are specified

Key Results Areas:

– Total quality control of all new and historical customer records and data on core systems

– Take customer phone calls and provide accurate and customer centric answers to their queries and concerns

– High quality monitoring and resolution of account record changes, errors, disputes, or special handling

– Superior response to all internal and external customer service requests at or above service level standards

– Ensure compliance with all applicable state and federal banking laws & regulations

– Maintain confidentiality of all customer files and proprietary (physical, electronic, intellectual) Bank property

Experience & Education:

Two to Five years of similar or related experience, including time spent in preparatory positions. A high school degree or equivalent is required. Prior banking experience and call center experience is highly desired but not required. Bi-lingual in English and Spanish is highly desired but not required.

Required Knowledge, Skills, Abilities:

The ability to de-escalate situations involving dissatisfied customers and offer patience and support. Guide customer through troubleshooting any of BankSouth’s digital services. Provide a memorable customer experience and awesome customer service with each interaction.

Other Requirements:

Satisfactorily complete all required compliance training and compliance with all laws and regulations that apply based on the scope of this position.

Interpersonal Skills:

Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions.

Physical Requirements:

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 25 lbs. Must be capable of climbing/descending stairs in an emergency. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on a computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable, and timely attendance.

Working Conditions:

Must be able to routinely perform work indoors in climate-controlled shared work environment with moderate noise.

Mental and/or Emotional Requirements:

Must be able to perform job functions independently and with limited supervision. Must work effectively as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic financial calculations with accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under stress of deadline, requirements for extreme accuracy and quality and/or fast pace. Must be capable of exercising highest level of discretion on confidential matters.

Scope:

The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not a contract and should not be construed as a guarantee of employment for any specific period of time.

BankSouth is an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Weekly day range:

• Monday to Friday
• Weekend availability

Work setting:

• In-person

COVID-19 considerations:
To keep our bankers as safe as possible, we’ve installed clear plastic barriers, and provided face masks and hand sanitizer.

Work Location: In person