Client Care Representative

Position Description

Client Care Representative

 LCNB National Bank

Department: Client Care Center 

Reports To: Allie Minge, Client Care Assistant Supervisor 

Location: Dent or Lebanon Operations Center 

Status: Full-Time Hourly Non-Exempt

Bank Operations Hours: Monday - Friday 8:00am-5:05pm, Saturday 8:00am-12:00pm

Position Purpose: 

 LCNB National Bank is seeking a Client Care Representative to join our Client Care Center. This position’s primary responsibility is to provide superior quality service to our customers over the phone and via back-office maintenance by determining needs and taking next steps to meet those needs; answering inquiries; resolving problems; fulfilling requests; and maintaining databases. This position requires the ability to work in a fast-paced environment while effectively multi-tasking. 

Essential Duties and Responsibilities:

• Professionally engages with customers/clients to identify their needs
• Answers inquiries by clarifying desired information; researching, locating, and providing information.
• Resolves problems by identifying and clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
• Promotes additional products and services by recognizing opportunities and explaining new features. Identify referral opportunities and make relevant qualified referrals. 
• Maintains call center database by entering information accurately and efficiently.
• Serves as a key resource and support for Branch Operations teams, in relation to opening new accounts and account maintenance functions.
• Adheres to security and transaction processing by following established procedures, reporting malfunctions.
• Completes back-office tasks including but not limited to verifications of deposits, maintenance of accounts, pulling and verifying reporting, etc. 
• Comprehend, retain and apply information as necessary to perform duties and responsibilities effectively
•  Additional duties as assigned

Required Competencies:

• 1+ years of customer service experience demonstrated through one or a combination of the following: work experience, training, military experience, education. 
• High School diploma or GED equivalent 

Desired Competencies/Skills: 

• Bilingual Spanish speaking preferred 
• Banking/Branch Operations experience preferred 
• Excellent written and verbal communication skills 
• Strong telephone etiquette 
• Ability to listen to understand 
• Ability to utilize Microsoft Office Suites and successfully navigate web-based platforms and internal operating systems
• Ability to interact professionally with internal and external clients 
• Outstanding customer service and interpersonal skills 
• Outstanding organization, time management and prioritization skills to meet deadlines in a fast-paced environment 
• Ability to manage multiple tasks with accuracy and prioritize accurately with attention to detail
• Ability to work in a team environment 
• Ability to exercise good judgment and effectively problem-solve
• Ability to think, reason and communicate clearly
• Ability to observe and identify details at close range

Working Conditions: 

• Ability to remain in a stationary position up to 75% of time 
• Ability to lift and carry up to 20 lbs.
• Ability to work two Saturdays a month
• Occasionally move/traverse to access files and equipment
• Constantly operates a computer and other office equipment

Compliance Statement:

The associate is responsible for meeting all compliance requirements imposed on LCNB National Bank by State and Federal law and regulations, as well as all related LCNB National Bank policies and procedures. Incumbent must be able to perform the essential functions of the position with or without reasonable accommodation. Equal Opportunity Employer/Disability/Veterans.