The Customer Care Representative is responsible for ensuring a consistent, positive, and valuable experience for both our external and internal (employees) customers. Representatives will provide support and problem resolution via phone, chat, and video by determining customer needs, responding to inquiries, and updating and maintaining customer information. Key Responsibilities • Responding to all inquiries within team SLA guidelines. • Providing resolution to customer issues by researching requests, offering solutions, and providing follow up or escalation as needed. • Maintains working knowledge of all systems/functionality utilized by Customer Care team (Gila and Freshdesk as examples) in addition to other internal bank systems need to perform job functions. • Maintains appropriate knowledge level on bank customer facing systems to support level one (basic support) customer calls (online banking, mobile banking as examples). • Maintains a high degree of familiarity with products offered by Queensborough and how to direct customers to appropriate resources as necessary. • Proactively provides alternative banking solutions when needed. • Provides support to branches on customer service-related processes and procedures. • Escalates customer service issues to Customer Care leadership as needed. • Meets individual productivity and performance goals while providing excellent customer service. • Supports an environment focused on customer service and continuous improvement. • Participates in Customer Care Center Quarterly Training. • Acts as a supportive team player and a champion of the Queensborough brand both internally and externally within the community.