Towne Member Care Representative I

TowneBank is seeking enthusiastic individuals with excellent communication skills who enjoy helping our TowneBank Members in a team-oriented, contact center environment. Towne Member Care Team Members are responsible for handling a wide variety of inbound calls regarding banking products and services in a prompt and courteous manner. Candidates must possess a solid history of customer service to include handling escalated, in-depth and detailed conversations.

Essential Responsibilities:

• Telephone support for at least one of the following: Towne-Personal/Towne-Biz and all related products and services, Consumer Mobile Banking, Towne24 VRU, Card Services, Loan Services, and Deposit Services
• Provide online support to members via secure email
• Assist TowneBank Bankers with member requests
• Meet and/or exceed established goals for quality and productivity
• Identify, diagnose, and resolve member issues with a focus on First Call Resolution
• Adheres to applicable federal laws, rules, and regulations including those related to Anti-Money Laundering (AML) and the Bank Secrecy Act (BSA).
• Handle other duties and projects as assigned

Minimum Required Skills & Competencies:

• High School Diploma or equivalent
• Computer skills (MS Windows, Word, Excel and Internet)
• Must possess PC Skills with the ability to toggle between multiple systems simultaneously
• Motivated team player
• Excellent communication skills
• Excellent organizational skills
• Strong member service skills and professional demeanor
• High level of time management, attendance, and punctuality
• Ability to multi-task
• Has a positive attitude, passion for helping, and a continuous improvement focus

Desired Skills & Competencies:

• Previous experience in a customer service, call-center and/or banking environment is preferred
• College Degree in related field
• Bi-lingual (Spanish) skills

Physical Requirements:

• Express or exchange ideas by means of the spoken word via email and verbally.
• Exert up to 10 pounds of force occasionally, use your arms and legs, and sit most of the time.
• Have close visual acuity to perform activities such as analyzing data, viewing a computer terminal, reading, and preparing documentation.
• Not substantially exposed to adverse environmental conditions.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential responsibilities.

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