Customer Care Center Agent I

Position: Customer Care Center Agent IReports To: Customer Care Center ManagerIndirectly Reports To:Reports To This Position: NoneFLSA Status: Non-ExemptRole Summary:To provide clients with accurate answers and information concerning their accounts, policies and procedures within established service levels and service quality metrics.Specific Job Functions (Duties/Responsibilities):Provide service support to Southern Bank clients initiating contact via the Customer Care Center, which may involve questions regarding products, online support and their accounts.This position communicates directly with clients, as well as internal service partners, to effectively resolve issues, questions, and service requests.The Customer Care Center Agent will utilize skills and expertise to deliver premier customer service through defined procedures, established policies, and their own robust knowledge.This position is responsible for client satisfaction and retention through accurate and thorough processing, efficient problem solving, and effective service partner assistance.Perform other duties as assigned.JOB REQUIREMENTS:Knowledge/Skills/Abilities Required:Maintain a professional and pleasant manner under pressureMaintain up-to-date knowledge of all Bank services and productsProactive teamwork and cooperationAdhere to established service level and quality assurance metricsExcellent customer service skills including ability to handle difficult customer situationsExcellent communication and listening skillsAbility to handle detailed documentationAbility to engage with clients verbally while simultaneously completing online documentation of the conversationStrong PC skills with emphasis on Microsoft office applicationsPrevious experience in service desk environment preferredEducation/Experience Requirements:High School diploma or general education degree (GED) or equivalent.Previous community Banking experience with new accounts preferred.One to two years of previous experience in customer contact or sales roles preferred.Capable user of standard office equipment/software applications.