Customer care senior representative job description
Updated March 14, 2024
8 min read
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Example customer care senior representative requirements on a job description
Customer care senior representative requirements can be divided into technical requirements and required soft skills. The lists below show the most common requirements included in customer care senior representative job postings.
Sample customer care senior representative requirements
- Bachelor’s degree in related field
- 2+ years of proven customer service experience
- Experience in resolving customer complaints
- Proficiency in MS Office Suite
- Familiarity with customer service software
Sample required customer care senior representative soft skills
- Strong interpersonal and communication skills
- Ability to remain calm under pressure
- Excellent problem-solving abilities
- Attention to detail
- Ability to work independently
Customer care senior representative job description example 1
Citi customer care senior representative job description
Background
Given heightened expectations from regulators and a goal to build a strong and consistent global control environment, Citi continues to enhance its business governance framework and has created the Institutional Credit Management (ICM) group. ICM is a critical component of Citi's first line of defense for wholesale and counterparty credit risk management and works with Independent Risk teams to ensure best-in-class risk and controls, as well as client responsiveness. Key responsibilities of the group include credit analysis, documentation, risk identification, exposure monitoring and stress testing. ICM coordinates with credit management groups across ICG businesses to ensure full alignment on business and regulatory goals, as well as consistency and best practices.
The CCR Product Development team within ICM is responsible for building tools to a) provide in-depth quantitative or qualitative analysis to solve business problems and develop new, innovative solutions b) build tools to help measure, monitor and control counterparty risk for institutional clients and c) portfolios and businesses, with a focus on counter-party and collateral risk to ensure the risks are being properly measured and controlled in accordance with the Firm's risk policies.
Responsibilities:
Build a crisis reporting framework that provides a comprehensive view of counterparty exposure including trades, collateral, cash flows, margin disputes, settlement information, fails and sanctions information Define business requirements for enhancements associated with stress testing data, pricing, aggregation, calculation and wrong way risk implementations Create project plans, business and technical requirements documents for product execution Develop plans to test enhancements, major implementations and perform post-production check-outs Develop and enhance tools for the measurement, monitoring and management of counterparty exposure including PFE, risk capital, wrong way risk and stress testing Work in close co-ordination with in-business risk managers, second line risk managers and senior stakeholders to understand their priorities and fulfill the delivery objectives Work with technology to understand the stress testing infrastructure, systems and data flows. Identify and document gaps and suggest improvements Communicate key findings to senior management and provide regular status updates Develop risk management tools for the measurement, monitoring and management of exposure and participate in project management of strategic risk infrastructure development Create presentations and documents for internal and external use on various topics including, stress methodologies, and summarizing stress testing issues
Qualifications:
12+ years of experience in the financial industry Subject matter expertise in counterparty credit risk, risk management concepts, data, systems and processes Understanding of Derivatives, SFTs and other wholesale products Understanding of stress testing, credit and market data, pricing, calculations and reporting Strong Excel skills ideally incorporating VBA (Visual Basic for Applications) Experience handling large volumes of data, database programming skills, Python, R or other statistical languages is a plus Large scale project management skills spanning risk and technology
-------------------------------------------------
Job Family Group:
Product Management and Development
-------------------------------------------------
Job Family:
Product Development
------------------------------------------------------
Time Type:
Full time
------------------------------------------------------
Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.
View the "EEO is the Law" poster. View the EEO is the Law Supplement.
View the EEO Policy Statement.
View the Pay Transparency Posting
-----------------------------
Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.
Given heightened expectations from regulators and a goal to build a strong and consistent global control environment, Citi continues to enhance its business governance framework and has created the Institutional Credit Management (ICM) group. ICM is a critical component of Citi's first line of defense for wholesale and counterparty credit risk management and works with Independent Risk teams to ensure best-in-class risk and controls, as well as client responsiveness. Key responsibilities of the group include credit analysis, documentation, risk identification, exposure monitoring and stress testing. ICM coordinates with credit management groups across ICG businesses to ensure full alignment on business and regulatory goals, as well as consistency and best practices.
The CCR Product Development team within ICM is responsible for building tools to a) provide in-depth quantitative or qualitative analysis to solve business problems and develop new, innovative solutions b) build tools to help measure, monitor and control counterparty risk for institutional clients and c) portfolios and businesses, with a focus on counter-party and collateral risk to ensure the risks are being properly measured and controlled in accordance with the Firm's risk policies.
Responsibilities:
Build a crisis reporting framework that provides a comprehensive view of counterparty exposure including trades, collateral, cash flows, margin disputes, settlement information, fails and sanctions information Define business requirements for enhancements associated with stress testing data, pricing, aggregation, calculation and wrong way risk implementations Create project plans, business and technical requirements documents for product execution Develop plans to test enhancements, major implementations and perform post-production check-outs Develop and enhance tools for the measurement, monitoring and management of counterparty exposure including PFE, risk capital, wrong way risk and stress testing Work in close co-ordination with in-business risk managers, second line risk managers and senior stakeholders to understand their priorities and fulfill the delivery objectives Work with technology to understand the stress testing infrastructure, systems and data flows. Identify and document gaps and suggest improvements Communicate key findings to senior management and provide regular status updates Develop risk management tools for the measurement, monitoring and management of exposure and participate in project management of strategic risk infrastructure development Create presentations and documents for internal and external use on various topics including, stress methodologies, and summarizing stress testing issues
Qualifications:
12+ years of experience in the financial industry Subject matter expertise in counterparty credit risk, risk management concepts, data, systems and processes Understanding of Derivatives, SFTs and other wholesale products Understanding of stress testing, credit and market data, pricing, calculations and reporting Strong Excel skills ideally incorporating VBA (Visual Basic for Applications) Experience handling large volumes of data, database programming skills, Python, R or other statistical languages is a plus Large scale project management skills spanning risk and technology
-------------------------------------------------
Job Family Group:
Product Management and Development
-------------------------------------------------
Job Family:
Product Development
------------------------------------------------------
Time Type:
Full time
------------------------------------------------------
Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.
View the "EEO is the Law" poster. View the EEO is the Law Supplement.
View the EEO Policy Statement.
View the Pay Transparency Posting
-----------------------------
Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.
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Customer care senior representative job description example 2
Exchange Bank customer care senior representative job description
This position is scheduled 38 hours per week. The work schedule is 9:00 to 6:00 on Monday, Tuesday, Wednesday, Friday and 8:30 to 2:30 on Saturday. Work Schedule is subject to change based on business needs of the Bank.
ESSENTIAL FUNCTIONS:
Customer Care Representative:
Customer Service: 70%
* Answer incoming phone calls and transfer calls to appropriate person.
* Answer general to complex customer inquiries regarding accounts, Bank products and information.
* Exercise discretion in authorizing minor financial adjustments; waive fees, raise debit card limits, etc.
* Initiate input for fund transfers, stop payments, account maintenance, corrections, address changes, and check orders, following all Bank policies and procedures.
* Solve customer problems ranging from simple to complex and resolve complaints.
* Interview customers regarding ATM/debit card transactions reported as fraudulent and work with third party processor to prepare and file Reg E claims.
* Provide Online Banking support by assisting customers with log on problems, password resets, browser issues, navigation and education, and bill pay questions.
* Perform research to provide answers and alternatives for customer while maintaining bank standards and policies.
* Open new customer accounts.
* Order new checks for customer accounts.
* Order new ATM/DEBIT cards and cancel cards lost, stolen or with fraudulent activity.
* Interview customers and complete loan applications.
* Quote rates and terms to customers on consumer loans.
* Answer customer inquiries regarding loans.
Sales: 20%
* Determine financial needs of customers and offer appropriate products.
* Cross-sell products and services to achieve individual goals.
* Follow-up with customers to ensure satisfaction and cross-sell additional products.
* Market and actively promote Bank products through community events.
* Refer customers to other Bank departments for additional financial service products.
* Work with other departments to successfully to complete the sales cycle.
Non-Essential Functions: 10%
* Perform other duties as assigned.
Senior Customer Care Representative:
Performs all duties listed above with the addition of the following:
Customer Service: 55%
* Proactively solve complex problems and provide timely resolution.
* Resolve complex customer complaints and handle escalated issues and customer calls when needed.
* Participate in pilot groups for testing software applications and reviewing Bank procedures.
* Raise VIP limits on Debit cards.
Sales: 20%
Training Support: 15%
* Train and support Customer Care Representative with complex problem resolution.
* Direct Customer Care Representative to appropriate resource material to answer questions.
* Train and monitor new employees in Peer Mentoring program, including answering new employees' questions, reviewing milestones, coaching through difficult issues, reviewing work assignments, communicating product knowledge and advising Manager on new employees' progress.
Non-Essential Functions: 10%
* Perform other duties as assigned.
SUPERVISORY RESPONSIBILITIES
None
MINIMUM QUALIFICATIONS
Core Job Specific Competencies:
Customer Care Representative:
* Accuracy / Quality: Achieves high standards of work processes and outcomes; completes tasks with a concern for all the details involved; monitors and checks work for precision, clarity, and completeness; produces quality results.
* Continuous Learning: Takes responsibility for own learning and development by acquiring and refining of technical and professional skills needed in job related areas; proactively seeks performance feedback and identifies approaches to improve own performance.
* Customer Service: Provides internal and external customers with the products and services that match their needs in a timely, efficient manner; follows up on customer complaints, questions, and requests.
* Dependability: Makes self available for work on a consistent and timely basis with infrequent unplanned absences; completes work in a timely manner; meets commitments with minimal oversight.
* Flexibility / Adaptability: Understands that the work environment is constantly changing and adjusts own approach and behavior accordingly; adapts to new ideas and initiatives across a wide variety of issues and situations; recognizes and responds quickly to shifting opportunities.
* Verbal Communication: Expresses ideas effectively in individual and group situations adjusting style and methods to meet the specific needs of the audience; attentively listens to others to gather data and paraphrase meaning to verify understanding.
Senior Customer Care Representative:
* Leadership: Influences or motivates others to work toward shared objectives that are in the best interests of the Bank; inspires others, by example, to perform to the highest standards; sets and/or involves others in setting goals that are challenging, realistic, and measurable.
* Product Knowledge: Demonstrates a working knowledge of the features and benefits of the products and services offered, and understands how those features benefit customers.
* Problem Solving: Develops actionable recommendations based on an understanding of trade-offs; commits to action after identifying alternative methods that are based on logical assumptions and information; takes into consideration resources, constraints, organizational values, and changing environments.
* Training: Shares job related knowledge and skills through specialized instruction and practice; assists learner in becoming proficient in new task or process; provides activities that lead to skilled behavior.
Knowledge, Skills and Abilities:
Customer Care Representative:
* Knowledge of modern office administration methods and procedures.
* Skills operating a personal computer including word processing, spreadsheet, presentation, and account management software.
* Proficient in basic mathematics.
* Ability to complete New Employee test with a 90% or better within 3 months of hire.
Senior Customer Care Representative:
* Thorough knowledge of Bank software applications such as Decision Pro and Desktop.
* Ability to complete Senior Customer Care Representative test with a 90% or better.
Physical Requirements:
* Ability to stand, bend, stoop, sit, walk, twist and turn.
* Ability to lift up to 25 pounds occasionally.
* Ability to use a computer keyboard and calculator.
* Work environment is indoors, majority of the time is spent sitting at a desk.
Education and Experience:
Customer Care Representative:
A combination of education and experience equivalent to a high school diploma and knowledge typically gained through a minimum of one year customer service, call center, banking or retail sales experience.
Senior Customer Care Representative:
A combination of education and experience equivalent to a high school diploma and knowledge typically gained through a minimum of two years experience as a Customer Care Representative.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin. We are also an equal opportunity employer of individuals with disabilities and protected veterans.
EXCHANGE BANK IS AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER
ESSENTIAL FUNCTIONS:
Customer Care Representative:
Customer Service: 70%
* Answer incoming phone calls and transfer calls to appropriate person.
* Answer general to complex customer inquiries regarding accounts, Bank products and information.
* Exercise discretion in authorizing minor financial adjustments; waive fees, raise debit card limits, etc.
* Initiate input for fund transfers, stop payments, account maintenance, corrections, address changes, and check orders, following all Bank policies and procedures.
* Solve customer problems ranging from simple to complex and resolve complaints.
* Interview customers regarding ATM/debit card transactions reported as fraudulent and work with third party processor to prepare and file Reg E claims.
* Provide Online Banking support by assisting customers with log on problems, password resets, browser issues, navigation and education, and bill pay questions.
* Perform research to provide answers and alternatives for customer while maintaining bank standards and policies.
* Open new customer accounts.
* Order new checks for customer accounts.
* Order new ATM/DEBIT cards and cancel cards lost, stolen or with fraudulent activity.
* Interview customers and complete loan applications.
* Quote rates and terms to customers on consumer loans.
* Answer customer inquiries regarding loans.
Sales: 20%
* Determine financial needs of customers and offer appropriate products.
* Cross-sell products and services to achieve individual goals.
* Follow-up with customers to ensure satisfaction and cross-sell additional products.
* Market and actively promote Bank products through community events.
* Refer customers to other Bank departments for additional financial service products.
* Work with other departments to successfully to complete the sales cycle.
Non-Essential Functions: 10%
* Perform other duties as assigned.
Senior Customer Care Representative:
Performs all duties listed above with the addition of the following:
Customer Service: 55%
* Proactively solve complex problems and provide timely resolution.
* Resolve complex customer complaints and handle escalated issues and customer calls when needed.
* Participate in pilot groups for testing software applications and reviewing Bank procedures.
* Raise VIP limits on Debit cards.
Sales: 20%
Training Support: 15%
* Train and support Customer Care Representative with complex problem resolution.
* Direct Customer Care Representative to appropriate resource material to answer questions.
* Train and monitor new employees in Peer Mentoring program, including answering new employees' questions, reviewing milestones, coaching through difficult issues, reviewing work assignments, communicating product knowledge and advising Manager on new employees' progress.
Non-Essential Functions: 10%
* Perform other duties as assigned.
SUPERVISORY RESPONSIBILITIES
None
MINIMUM QUALIFICATIONS
Core Job Specific Competencies:
Customer Care Representative:
* Accuracy / Quality: Achieves high standards of work processes and outcomes; completes tasks with a concern for all the details involved; monitors and checks work for precision, clarity, and completeness; produces quality results.
* Continuous Learning: Takes responsibility for own learning and development by acquiring and refining of technical and professional skills needed in job related areas; proactively seeks performance feedback and identifies approaches to improve own performance.
* Customer Service: Provides internal and external customers with the products and services that match their needs in a timely, efficient manner; follows up on customer complaints, questions, and requests.
* Dependability: Makes self available for work on a consistent and timely basis with infrequent unplanned absences; completes work in a timely manner; meets commitments with minimal oversight.
* Flexibility / Adaptability: Understands that the work environment is constantly changing and adjusts own approach and behavior accordingly; adapts to new ideas and initiatives across a wide variety of issues and situations; recognizes and responds quickly to shifting opportunities.
* Verbal Communication: Expresses ideas effectively in individual and group situations adjusting style and methods to meet the specific needs of the audience; attentively listens to others to gather data and paraphrase meaning to verify understanding.
Senior Customer Care Representative:
* Leadership: Influences or motivates others to work toward shared objectives that are in the best interests of the Bank; inspires others, by example, to perform to the highest standards; sets and/or involves others in setting goals that are challenging, realistic, and measurable.
* Product Knowledge: Demonstrates a working knowledge of the features and benefits of the products and services offered, and understands how those features benefit customers.
* Problem Solving: Develops actionable recommendations based on an understanding of trade-offs; commits to action after identifying alternative methods that are based on logical assumptions and information; takes into consideration resources, constraints, organizational values, and changing environments.
* Training: Shares job related knowledge and skills through specialized instruction and practice; assists learner in becoming proficient in new task or process; provides activities that lead to skilled behavior.
Knowledge, Skills and Abilities:
Customer Care Representative:
* Knowledge of modern office administration methods and procedures.
* Skills operating a personal computer including word processing, spreadsheet, presentation, and account management software.
* Proficient in basic mathematics.
* Ability to complete New Employee test with a 90% or better within 3 months of hire.
Senior Customer Care Representative:
* Thorough knowledge of Bank software applications such as Decision Pro and Desktop.
* Ability to complete Senior Customer Care Representative test with a 90% or better.
Physical Requirements:
* Ability to stand, bend, stoop, sit, walk, twist and turn.
* Ability to lift up to 25 pounds occasionally.
* Ability to use a computer keyboard and calculator.
* Work environment is indoors, majority of the time is spent sitting at a desk.
Education and Experience:
Customer Care Representative:
A combination of education and experience equivalent to a high school diploma and knowledge typically gained through a minimum of one year customer service, call center, banking or retail sales experience.
Senior Customer Care Representative:
A combination of education and experience equivalent to a high school diploma and knowledge typically gained through a minimum of two years experience as a Customer Care Representative.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin. We are also an equal opportunity employer of individuals with disabilities and protected veterans.
EXCHANGE BANK IS AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER
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Updated March 14, 2024
Updated March 14, 2024