Customer Care Center Representative

Description

Position Summary

The CCC Representative is responsible for delivering outstanding support and solutions to internal and external customers regarding INB’s products and services. This role handles inbound and outbound communication through phone, email, and live chat, while also providing awareness of INB’s latest offerings. Additional duties include handling returned mail, supporting online banking inquiries, and managing specific service-related email inboxes.

Essential Duties and Responsibilities

· Promptly and courteously respond to customer issues via phone, email, or live chat in alignment with INB Communications Policy.

· Interview customers to gather information and explain financial products such as: Checking and savings accounts, IRAs and CDs, Savings bonds and securities.

· Assist with personal and commercial account inquiries, product support, complaint resolution, and account management.

· Open and close all deposit account types (e.g., checking, savings, CDs, IRAs, safe deposit boxes).

· Develop and maintain knowledge of INB’s full product and service line, including internet banking, loans, mortgages, and online tools.

· Foster a supportive, team-oriented work environment and demonstrate a constant 'how can I help you?' attitude.

· Cross-sell additional INB services and identify opportunities for referrals to product specialists.

· Conduct needs-based conversations, clarify customer concerns, and confidently transition from service to sales roles.

· Follow all INB policies and procedures (e.g., CIP, BSA, Reg CC).

· Use CRM systems like NuPoint for tracking follow-ups, quality control, and pending items.

· Execute the Creating Loyal Customer (CLC) process with new and existing clients.

· Participate in departmental and bank-wide contests and initiatives.

· Engage in personal development through online learning and training opportunities.

· Maintain a professional appearance and organized work area.

· Perform other duties as assigned.

Supervisory Responsibilities

This position has no supervisory responsibilities.

Requirements

Required Competencies

Analytical:

· Synthesizes complex information

· Researches and evaluates data

· Designs workflows and processes

Customer Service:

· Handles emotional and difficult customer interactions effectively

· Meets commitments and actively seeks feedback to improve

Professionalism:

· Displays tact and respect under pressure

· Accepts accountability and follows through

Quality:

· Demonstrates accuracy and strives for continuous improvement

· Applies feedback and monitors personal performance

Qualifications

Education & Experience:

· Associate’s degree (A.A.) or equivalent from a two-year college or technical school

· OR six months to one year of relevant experience/training

· OR a combination of education and experience

· Preferred: Banking experience

Language Skills:

· Understands and creates simple written communication

· Communicates effectively in small group settings

Mathematical Skills:

· Performs basic arithmetic operations

· Computes rates, ratios, and percentages

· Interprets bar graphs

Reasoning Ability:

· Applies logical reasoning to written, oral, or diagram instructions

· Solves common, standardized problems

Ideal Candidate Attributes:

· Outgoing and energetic with strong organizational, communication, and phone skills

· Self-motivated with an eagerness to learn about INB products and services

· Demonstrates active listening, empathy, and patience

· Team-oriented with a focus on collaboration and support

· Comfortable in a structured work setting with non-traditional hours

· Excels at multi-tasking and adapting to change

· Dependable with excellent attendance and punctuality

Computer Skills:

· Proficient in: Internet navigation, Spreadsheet software, Word processing tools

Physical Demands

Occasionally required to lift or move items up to 25 pounds.

Reasonable accommodations are available for individuals with disabilities.

Work Environment

Structured, customer-facing service environment.

Reasonable accommodations provided to support essential job functions.

Group Insurance Benefits and Plans

INB provides health, dental, vision, and life insurance benefits to all full-time employees. Coverage also is extended to their eligible dependents. Active employees make premium contributions based on plan selections. Please click the link below for all benefits that are offered.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, or working conditions. 

ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for American with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

INB, N.A. is committed to Equal Employment Opportunity with respect to recruitment, hiring, training, promotion, and other terms and conditions of employment. It is INB's policy to afford equal opportunity to all employees and applicants for employment without regard to race, creed, color, sex, sexual orientation, age, marital status, national origin, disability, religion, veteran status, or any other basis prohibited by law. The EEO Law poster is available here:

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