Customer Care Center Agent

At Vantage Bank, we're driven by a deep commitment to supporting our customers, valuing our employees, embracing diversity, fostering meaningful connections, and providing outstanding service every step of the way.

JOB SUMMARY

The Customer Care Center Agent builds strong customer relationships by listening attentively, understanding customer needs, and earning trust through each interaction. They value customers, take ownership of responsibilities, and demonstrate pride in delivery quality support. The Customer Care Center Agent provides assistance by email, chat, high-volume inbound calls in a call center environment, and outbound calls as needed. They support customer inquiries related to bank products and services, online banking, bill pay, mobile banking, and account maintenance requests.

ESSENTIAL DUTIES

The duties listed below may not include all responsibilities that the person in this role may be asked to perform. Incumbent may be required to perform other related duties as assigned.

• Greets and assists customers in a friendly, professional manner.

• Identifies customer needs and provides appropriate solutions to ensure satisfaction.

• Takes ownership of each customer interaction by showing empathy and prioritizing customer needs.

• Researches and resolves customer issues.

• Processes customer requests in a timely and effective manner.

• Responds promptly and effectively to urgent customer requests.

• Processes transfers, stop payments, address changes, debit card activations, cancellations, limit increases, disputes, account closures, and other customer requests.

• Assists customers with digital banking channels, including online banking, bill pay, mobile banking, and chat inquiries.

• Delivers a customer-focused experience.

• Consistently meets department standards and goals.

• Ensures departmental documents and activities comply with Bank policies, procedures, and applicable state and federal banking regulations.

• Performs other duties as assigned.

QUALIFICATIONS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities and organizational limitations may result in some deviation from these guidelines.

• High School diploma, general education degree (GED), or equivalent required; Bachelor’s degree or some college a plus.

• 1 year minimum of customer support experience strongly preferred

• Bilingual (Spanish Speaking) – strongly preferred.

• Excellent verbal, written, and interpersonal communication skills with both external and internal customers.

• Must be willing to work in an environment that requires 100 percent phone-based customer interaction.

• Must present a friendly, professional image and conduct.

• Must maintain punctual and regular attendance.

• Must be self-motivated with strong initiative, high level of accountability, and attention to detail.

• Excellent analytical, time management, organizational and problem-solving skills with the ability to multi-task and work in a deadline-driven environment.

• Excellent PC skills, including word processing and spreadsheets via Microsoft Office products, Adobe Pro and other custom applications and systems.

• Ability to be flexible and adjust to changing schedules.

Preferred Skills

• Experience utilizing AI-powered tools such as Microsoft Copilot, ChatGPT, Gemini, or similar technologies to improve productivity, customer service, and operational efficiency.

• Strong technical aptitude with the ability to learn and adopt emerging technologies, including artificial intelligence and machine learning applications.

COMMUNITY IMPACT

Community involvement is part of who we are. Our culture is built on teamwork, purpose, and service. We value volunteerism and create opportunities for employees to connect, give back, and make a positive difference in our communities. As part of the Vantage Bank team, all associates should embrace our community involvement and culture to ensure we are making an impact.

BANK SECRECY ACT (BSA)

All employees of Vantage Bank, herein referenced to as the “Bank”, must comply with the terms of the BSA Policy upon acceptance of this position. The primary responsibility for enforcement of this policy and its operating procedures rests with the BSA/AML/OFAC Officer. However, it is the responsibility of each employee to take the required BSA training modules and become familiar with and adhere to the Bank Secrecy Act, Anti Money Laundering and Office of Foreign Asset Control Policy.

EOE/M/F/D/V