Customer Care / Call Center Representative






JOB TITLE:                 Customer Care Center Representative


REPORTS TO:            Customer Care Center Manager


FLSA STATUS:            Non-Exempt





The Customer Care Center Representative provides quality service by telephone to external and internal bank customers in an efficient and professional manner; refers appropriate bank products over the telephone; researches and resolves customer requests; answers customer account inquiries with regard to account maintenance, balance transfers, stop payments, statement requests, etc.  The Customer Care Center Representative performs reporting and performance tracking on various bank services. The Customer Care Center Representative will perform all other daily duties as assigned, while keeping in pace with the high volume of calls in this team oriented department.




  • Answer all incoming customer telephone calls.
  • Assist customers with banking inquiries related to deposit, overdraft, loan services account information, and additional banking products.
  • Research and resolve customer inquiries.
  • Assist with Internet Banking services and inquiries: process retail and commercial Internet Banking enrollment forms, troubleshoot and assist with online banking and mobile inquiries.
  • Process incoming Contact us emails.
  • Support all CUB Branch staff inquiries for customer information.
  • Follow up on any issue referred outside the Customer Care Center.
  • Maintain a log of the number and type of calls received daily.
  • Possess knowledge of different deposit, loan products, overdraft program and procedures, different account titling issues, ATM/Debit card procedures, and CIP procedures and requirements
  • Develop customer relationships and refer additional banking services as needs are uncovered
  • Responsible for knowledge and expertise in utilizing technology and computer programs used by the bank


Education, Experience, and Qualifications:


  • High school diploma or equivalent

  • Strong verbal and written communication and organizational skills

  • Proven sales ability, including knowledge of bank products and services

  • Ability to work in fast paced environment while multitasking


Environment and Physical Demands:


  • The physical demand described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
  • The employee is in an office type setting in which he or she is free to move about at will.
  • The employee in the course of performing this position spends time writing, typing, speaking, listening, sitting, walking, standing, squatting, kneeling and reaching.
  • The employee for this position may operate any or all of the following: telephone, smart phone, copy and fax machines, adding machine (calculator), scanning equipment, computer terminal, laptop computer, personal computer, tablet, printers, or other equipment as directed.
  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Mental Demands:


The incumbent in this position must be able to accommodate to reading documents or instruments, detailed work, problem solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks, and constant interruptions.



*Note: The above information on this job has been designed to indicate the general nature and level of work performed by employees within this position. It is not designed to contain or be interpreted a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.  Review of your performance is based on these duties and other duties.  Citizens Union Bank reserves the right to revise this job description at any time.  This is not a contract for employment.  Therefore, either you or CUB may terminate the employment relationship at any time, for any reason.