[Hiring] Customer Care Representative @Northwest Community Bank

Role Description

The Customer Care Representative serves as the primary point of contact for customers, delivering exceptional service through inbound and outbound telephone interactions. This role supports customer account servicing, digital banking, debit card services, transaction inquiries, and product education while maintaining compliance with bank policies, security protocols, and regulatory requirements.

The successful candidate must reside within a reasonable commuting distance of our office. While this position is primarily remote, occasional travel to the office may be required for hardware or system issues and periodic in-person meetings. This position is an evening shift working 4 evenings per week plus every Saturday.

Key Responsibilities

• Answer customer calls professionally and efficiently while providing accurate information and timely resolution of inquiries
• Authenticate customer identity in accordance with bank security standards and privacy requirements
• Assist customers with account information, transaction research, maintenance requests, stop payments, debit card servicing, and address changes
• Provide support for online and mobile banking platforms, including password resets and access troubleshooting
• Research, investigate, and resolve customer concerns, complaints, and service issues
• Educate customers on deposit products, lending solutions, digital services, and other bank offerings
• Accurately document customer interactions and service requests within bank systems
• Achieve service quality, productivity, and customer satisfaction goals
• Identify referral opportunities and connect customers with appropriate banking specialists
• Remain current on bank products, procedures, regulatory requirements, and service standards

Qualifications

• High school diploma or equivalent required; Associate’s degree preferred
• 1–2 years of customer service, banking, financial services, or call center experience
• Strong interpersonal, communication, and problem-solving skills
• Ability to work effectively in a fast-paced environment while managing multiple priorities
• Proficiency with Microsoft Office and customer service technology platforms
• Ability to maintain confidentiality of customer and bank information
• Bilingual communication skills considered a plus

Benefits

• Opportunity to build meaningful customer relationships
• Support the Bank’s service mission and commitment to exceptional customer service
• Contribute directly to customer satisfaction and retention
• Work in a collaborative and customer-focused environment
• Opportunities for professional development and career growth

Work Environment & Physical Requirements

• Primarily office-based role requiring prolonged sitting and computer use
• Frequent telephone usage and customer interaction
• Use of standard office equipment
• Occasional standing, walking, bending, and lifting up to 10 pounds
• Extended periods of visual focus and computer screen use
• Regular attendance is an essential function of the position

Equal Opportunity Employer

We are committed to creating an inclusive and diverse workplace. Employment decisions are based on qualifications, merit, and business needs, without regard to race, color, religion, sex, national origin, veteran status, or any other protected status.