Customer Care Representative - State Bank of Southern Utah : Job Details

Description

At State Bank of Southern Utah, our core values define who we aspire to be each and every day. These values hold us accountable to each other and help us be the best version of ourselves. We look for candidates with whom our values resonate:

Make a Difference: We are actively engaged. We genuinely care. We are knowledgeable and find solutions.

Relationships Matter: We are committed to each other and our customers. We seek to understand, connect, and collaborate.

Live with Integrity: We are trusted to do the right thing. We take responsibility for our individual roles and actions.

Love What We Do: We are passionate and show up with enthusiasm. We are driven and continually look to improve.

Share Positivity: We lift each other. We interact with a positive and optimistic attitude.

Apply at State Bank of Southern Utah and be part of a team that lives by these values every day!

Fluency in Spanish is preferred for this position but not required. This is not a remote work opportunity. Hours are 11am-8pm M-F with rotating Saturday shifts of 8-2 or 2-8. Please note that Customer Care is our phone contact center located at our Cedar City South Interchange branch. This is not a teller position. The physical environment consists of a team of Customer Care Reps, each having their own large cubicle workspace. Standing desk risers are made available if you desire to get out of your chair and work on your feet for a while. This position does require taking a large volume of phone calls each day, but at State Bank you will find an environment that emphasizes you taking care of each customer you speak to more than burdening employees with call-time metrics. Relationships matter here, so we want our reps to have the ability to use their resources to truly make a difference to each customer they help! We need great people who will thrive in this environment and find great satisfaction in the numerous ways they are trained to serve our customers!

Customer Care Representatives provide service over the phone to our bank customers. The best representatives are genuinely excited to help customers. They are patient, empathetic, and passionately communicative. They can put themselves in their customers' shoes and advocate for them when necessary. Problem-solving comes naturally. They are confident at troubleshooting and investigate if they don't have enough information to resolve the problem. Representatives are working on resolving issues for bank customers via phone, chat, and email. They are constantly working to find solutions to customer problems, and work to inform and suggest new banking products and services that would be beneficial to our customers with the goal to provide customers with an enhanced banking experience.

Essential Duties And Responsibilities

• Independently handle routine and more complex customer and employee inquiries with a goal of first point of contact resolution and limited escalation.

• Maintain a high level of knowledge regarding State Bank of Southern Utah Banking products, technology/computer skills and marketing/promos

• Answer inbound calls in a timely and efficient manner.

• Follow up with customers as necessary to ensure their problem is resolved

• Assist customers with routine account-related requests such as: funds transfers, automatic funds transfers (AFTs), stop payments, inquiries about bank deposit products and service charges, inquiries about ATM and debit card usage and limits, inquiries about checking and savings accounts transactions, inquiries about funds availability, online/mobile banking support, and check verification requests by third parties.

• Research customer questions regarding electronic funds transfers and initiate “Reg E” disputes when appropriate, including the completion of all necessary documents and affidavits.

Minimum Qualifications

• Availability to work designated 8-hour shifts, with rotating Saturday shifts

• Minimum of a High School diploma or equivalent

• Two years of related experience

• Must pass a credit & background check

Preferred Qualifications

• Experience in a call center environment

• Experience in a financial institution

• Associates degree or its equivalent

Skills

• Active listening and problem resolution skills

• Ability to gain and retain an in-depth knowledge of banking products

• Intermediate computer skills

Full-time employees will be eligible to receive the following benefits:

• Medical Insurance & HSA

• Dental & Vision Insurance

• Basic Life, AD&D and Long-term disability insurance

• Supplemental life and AD&D options available

• 401K with employer match

• Annual Incentive Program

• Paid Time Off (PTO) accrual every pay period

• Up to 12 paid holidays per year

• Childcare Reimbursement

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights ( notice from the Department of Labor.