<p>Position: Customer Care Center Agent I</p> <p>Reports To: Customer Care Center Manager</p> <p>Indirectly Reports To:</p> <p>Reports To This Position: None</p> <p>FLSA Status: Non-Exempt</p> <p>Role Summary:</p> <p>To provide clients with accurate answers and information concerning their accounts, policies and procedures within established service levels and service quality metrics.</p> <p>Specific Job Functions (Duties/Responsibilities):</p> <ul> <li>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. </li><li>This position communicates directly with clients, as well as internal service partners, to effectively resolve issues, questions, and service requests. </li><li>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. </li><li>This position is responsible for client satisfaction and retention through accurate and thorough processing, efficient problem solving, and effective service partner assistance. </li><li>Perform other duties as assigned. </li></ul> <p>JOB REQUIREMENTS:</p> <p>Knowledge/Skills/Abilities Required:</p> <ul> <li>Maintain a professional and pleasant manner under pressure </li><li>Maintain up-to-date knowledge of all Bank services and products </li><li>Proactive teamwork and cooperation </li><li>Adhere to established service level and quality assurance metrics </li><li>Excellent customer service skills including ability to handle difficult customer situations </li><li>Excellent communication and listening skills </li><li>Ability to handle detailed documentation </li><li>Ability to engage with clients verbally while simultaneously completing online documentation of the conversation </li><li>Strong PC skills with emphasis on Microsoft office applications </li><li>Previous experience in service desk environment preferred </li></ul> <p>Education/Experience Requirements:</p> <ul> <li>High School diploma or general education degree (GED) or equivalent. </li><li>Previous community Banking experience with new accounts preferred. </li><li>One to two years of previous experience in customer contact or sales roles preferred. </li><li>Capable user of standard office equipment/software applications. </li></ul>