Customer Care Representative REQ#4858

Full Time at Citizens First Bank

Serves as the primary point of contact for customers via telephone to assess their banking needs, provide account information, provide electronic banking support, and help resolve issues or route to the appropriate individual. Customer Care Representatives will also offer concierge level banking service to existing customers such as express account opening, cashier’s check advance ordering, and call ahead change orders.

Essential Duties and Responsibilities:

1. Resolve routine customer inquiries/issues to the customer’s expectations while adhering to bank policy, procedure and government regulations 2. Route incoming calls to the person designated by caller or nature of inquiry 3. Follows the Bank’s CIP to obtain assurance that the customer is properly identified 4. Educate the customer regarding basic product usage; suggest or promote alternative products and services 5. Makes a concerted effort to refer customers to Citizens First Wealth Advisors when it is determined that their resources would be better served with a Wealth Advisor. 6. Assist customers with questions on statements including rates, balances, fees, etc. 7. Process customer’s requests such as address changes, stop payments, and account research 8. Assist customers with debit card questions and act as first line to resolve debit card issues 9. Assist customers with electronic banking services such as online and mobile banking, mobile check deposit and e-statements. 10. Respond to customer inquiries received electronically through the website and online channels. 11. Track customer issues and complaints and report these to appropriate personnel. 12. Active participation in all department meetings 13. Active participation and completion of all assigned training programs 14. Position specific compliance & other trainings as required 15. Other duties as assigned

Minimum: High school diploma or equivalent required, one year in a customer service/retail environment. Must be able to attend work regularly and on time and perform position requirements with little supervision. Must have the ability to assist customers in a professional, positive manner, ability to communicate effectively, ability to be flexible by being able to adjust adeptly to changing priorities, ability to function as a member of a team including participating in team activities and displaying positive behavior.

Must have computer skills including working knowledge of Microsoft Office (Outlook, Word and Excel), proficient in keyboarding and use of a calculator and possess good general math and letter composition skills. Must be able to work flexible hours.

Preferred: Two years as a CSR experience in banking or related environment. Completed CFT courses in consumer and mortgage lending

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Citizens First Bank is an equal opportunity employee and all qualified applicants will receive consideration for the employment regard to race, religion, color, sex, national origin, disability status, protected veteran status, or any characteristic protected by law. Applicants have rights under Federal Employment Laws. Please see the attached posters for more detail about your rights: Equal Employment Opportunity is the Law (EEO)Family and Medical Leave Act (FMLA), and Employee Polygraph Protection Act (EPPA)


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