Part Time Customer Care Representative

SUMMARY OF POSITION:

The customer care representative (CCR) will be responsible to perform routine customer transactions, including deposits, withdrawals, loan payments, transfers and check cashing using risk-based decision-making skills. A CCR must have sufficient knowledge of products and services to enable proficient and appropriate referrals of products and services and the ability to assist customers with any questions or issues related to those products and services. Assignment of position level based on experience, performance and longevity in position.

Essential Functions:

• Accurately perform routine customer transactions, including but not limited to deposits, withdrawals, loan payments, transfers and check cashing.
• Apply risk-based decision-making to each transaction. Work to stop fraud by using investigative skill and following bank policy and procedure.
• Provide customers with the forms necessary to transact business at the bank.
• Examine checks for endorsements and negotiability, qualifying documents according to established policy and procedure.
• Provide customers with proper receipt for payments.
• Consult with prospective, new and current customers on products and services available at Marquette. Make qualified recommendations and referrals in the Connections system.
• Respond to customers’ requests, problems and complaints, and/or direct them to the proper person for specific information and assistance.
• Receive information pertaining to customers’ accounts and route to proper departments.
• Process services for properly identified customers including stop payments, ATS, SaveUp, and card requests. Properly identify customer and provide routine information on bank services and policies, including types of accounts, loan policies, interest rates, office hours and telephone numbers.
• Explain bank services available to the customers.
• All duties will be conducted with a high level of customer information security and confidentiality
• Other duties may be assigned as necessary.

Marginal Functions:

• May assist with duties of the senior customer care representative.

This class specification should not be interpreted as all-inclusive. It is intended to identify the essential functions and requirements of this job. Individuals may be requested to perform job-related responsibilities and tasks other than those stated in this specification. Any essential function or requirement of this class will be evaluated as necessary should an individual be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the individual when possible.