Customer Care Rep

Customer Care Rep The Customer Care Representative is responsible for increasing Queensborough Customer Loyalty by ensuring a consistent, positive and valuable customer experiences. Customer Care Representative will provide telephone support and problem resolution by determining customer needs, responding to inquiries, and updating and maintaining customer information. Key Responsibilities: Answers incoming customer phone calls, chats and video calls in a timely manner. Provides resolution to customer issues by researching requests, offering solutions, and providing follow up or escalation as needed Proactively provides alternative banking solutions when needed Knowledge of bank policies and procedures and acts as subject matter expert on all bank customer related systems Knowledge all products offered by Queensborough Provides support to branches on customer service-related processes and procedures Escalates customer service issues to Customer Care Team Leader as needed Stays aware of any new or updated information related to bank products and procedures Meets productivity and performance goals while providing excellent customer service Participates in customer care center team goals Provides back up support to branches in customer service issues Participates in Customer Care Center Quarterly Training Assists in identification and development of market process efficiencies. Provides customer support for other customer related products Acts as a supportive team player and a champion of the Queensborough brand both internally and externally within the community Flexible work schedule including Saturdays: 8am-6pm Monday -Friday and 8am- 1pm Saturday Skills: Organization: Intermediate Typing: Advanced Professionalism: Intermediate Microsoft Office Suite: Intermediate Verbal Communication: Advanced Behaviors: Team Player: Works well as a member of a group Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well Loyal: Shows firm and constant support to a cause Education: Required: High School or better. Preferred: Some college or better in Finance or related field. Experience: Required: Basic understanding of compliance controls, risk management, operating policies and procedures, and fraud prevention. Preferred: 2-5 years: Prior banking experience - strongly preferred 1-3 years: Prior call center experience- preferred

Created: 2026-03-10