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Customer Care Representative (Multiple Positions)

at Equity Bank in Wichita, Kansas, United States

Job Description

Responsibilities & Expectations 1. Deliver Superior Customer Service and Customer Experience
  • Demonstrate excellent customer service skills with both external and internal clients.
  • Promptly accept calls and create a welcoming, engaging, professional environment for each customer encounter.
  • Respond to routine customer inquiries and requests received via email.  Transition service opportunities into referral or sales interactions.
  • Be able to effectively communicate and be understood by customers and partner departments.
  • Work jointly with other departments to provide an enhanced customer experience.
  • May train or mentor new representatives.
2. Accurately Perform Financial Transactions & Functions
  • Accurately process financial transactions including but not limited to transfers, refunds within approved limits, and other internal bank transactions. 
  • Demonstrate operational soundness to minimize risk exposure or loss and maintain quality production. 
  • Adhere to bank and/or retail operating procedures and protocols.
  • Be able to apply critical thinking to find effective solutions and resolve customer concerns.
  3. Refer or Sell Bank Products and Services
  • Proactively match bank deposit and loan products, as well as all services, to customer needs.  Sell, open, or refer new accounts, credit applications and new services.
  • Expand existing customer relationships.
  • Market bank products and services.
  • Outbound call projects in line with company strategic objectives
  • Proactively make referrals to other business lines that result in additional revenue to the bank. 
  4. Demonstrate Compliance with Applicable Laws and Regulations
  • Understand and follow applicable laws and regulations for your job responsibilities, including but not limited to Equity Bank Business Ethics and Conduct policy, Bank Secrecy Act, Anti-Money Laundering, Information Security, Suspicious Activity Reporting requirements, policies and procedures.
  • Follow deposit account opening procedures and internal suspicious activity referral requirements and processes, as appropriate or applicable for this position.
  • Actively work with customers to understand each customer’s normal account activity, as appropriate for this position.
  • Complete periodic compliance training.
5. Regular and Reliable Attendance   6. Perform other duties as assigned or required   Required Skills & Education
  • High School Diploma or equivalent
  • 2+ years Customer Service experience preferred
  • Excellent interpersonal, verbal, and written communication skills
  • Ability to analyze, investigate and achieve results
  • Computer proficiency in Windows-based systems
  • Ability to maintain a high degree of confidentiality
  • Strong attention to detail and organizational skills
  • Capable of working with a team to determine solutions 
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Job Posting: 12917194

Posted On: Apr 29, 2024

Updated On: Jul 15, 2024

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