Customer Care Specialist - Caddo Valley, AR

Uplift Financial Development Corporation is a different kind of financial institution. As a Community Development Financial Institution (CDFI), a federal designation reserved for organizations that provide financial services to underserved communities, we combine traditional banking and lending services with financial development tools and resources to help families and communities grow stronger. Inspired by the principle that building net worth drives economic opportunity, our mission is to be wealth builders for everyone in the communities we serve, with a focus on low-wealth and un(der)banked populations, as well as an emphasis on Black and Brown individuals.  

As part of the Customer Care team, the Customer Care Specialist provides exceptional customer service for inbound customer calls that are generally routine and sometimes unique in nature. Also provides assistant internally to calls from staff (e.g., Branch staff) to resolve customer issues. Accountable for resolving customer issues and follows up when appropriate.

Responsibilities

• Answers and provides resolutions to customer calls, both internally and externally, in a timely manner
• Provides exceptional interactions by listening and responding appropriately to customers in a courteous and professional manner.
• Handles all incoming customer calls on the 800 number including but not limited to the following: Inquiry – balance and transaction, Basic IRA questions, iBanking questions and setups, Mobile Banking questions, Debit Card questions, Transfer funds (one-time), Basic Billpay issues, General customer research, IVR issues, & Online banking enrolls (in down time).
• Research and is able to explain various processes relating to customer account transactions including but not limited to the following: Shazam-Debit Card, ACH, Master I –Pay/Bill Pay, Harland Clark/check orders and tracking, Web-Banking/Enrollment and Sign-on, Overdraft protection, etc.
• Coordinates communication of procedures and back-office related matters through email and the intranet.
• Completes all required training.
• Performs other related duties as required or assigned.       

Requirements

• High School diploma or equivalent
• At least two years of bank operations experience or an equivalent combination of education and work experience
• Skill and Knowledge Requirements:
• Strong customer contact skills, including but not limited to: excellent communications skills, professionalism, and poise when responding to a variety of situations
• Aptitude for problem solving, excellent reasoning skills, and the ability to work independently with minimal supervision.
• Maintain confidentiality of the Bank’s records and customer transactions
• Detail oriented, accurate, and able to multi-task.
• Strong computer skills including experience with Microsoft Office products

Physical Demand & Work Environment:  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What we offer our employees:

A positive impact on Your Future:

• 401(k)/Roth plan with immediate eligibility and employer match up to 6%
• Employee stock ownership plan
• Discounted rate on primary home mortgage
• Credit and housing counseling as well as free financial education tools available to customers and employees

 Benefits to improve your health:

• Two medical plans available – low-deductible PPO plan or HDHP with Health Savings Account
• Dental and vision insurance
• Employer paid life insurance, and short- and long-term disability coverage
• Retirement plan with generous company match and employee stock purchase option
• Voluntary life insurance options for employee, spouse, and children

The opportunity to nurture your well-being:

• Paid holidays and paid time off
• Bonus plan
• Opportunity for merit raises
• Employee reward and recognition programs
• Community service opportunities

Uplift Financial Development Corporation and its subsidiaries (Uplift Bank and Uplift Capital Partners) are equal opportunity employers. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, sexual orientation, gender identity, gender expression, status as a protected veteran, among other things, or status as a qualified individual with disability. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

As a Community Development Financial Institution, Uplift Financial Development Corporation desires its workforce to reflect the diversity of the customers and communities that we serve. Racial and ethnic minorities, people from working class backgrounds, women and LGBTQ people are often underrepresented in many financial service industry professions.