Primary Care Associate

About the Role

Primary Care Associate

Location: United States

Full-Time

Remote

Job Description:

Position Summary: The Primary Care Associate I provides exceptional service and support to our banking customers. Primary point of contact for customers and ensure customer satisfaction. Responsible for maintaining accurate records of interactions and cross collaboration across the organization.

Essential Functions

• Manage and resolve customer inquiries and issues using the customer relationship management (CRM) system

• Maintain accurate records of customer interactions and transactions

• Handle inbound and outbound phone calls with professionalism and efficiency

• Regular, reliable, and predictable attendance

Marginal Functions

• Provide outstanding customer service and ensure customer satisfaction

• Provide general support to customers during online account opening

• Collaborate with team members and internal stakeholders to improve customer service processes and outcomes

• Troubleshoot and resolve issues related to online banking services

• Provide general support to PCB's in customer relationship management

• Stay current on product knowledge and company policies to provide accurate information to customers

• Establish, maintain and enhance a relationship for business development opportunities if needed

• Maintain compliance with and adhere to all state and federal regulations and Bank policies and procedures, including, but not limited to Bank Secrecy Act, SAR, CTR, FACT ACT, Community Reinvestment Act, EEO, and fair employment practices

• All other duties as assigned

Minimum Educational & Experience Requirements

• Bachelor's degree (preferred but not required)

• Previous banking experience preferred, including proven ability in sales and lending and consumer onboarding

Minimum Skill Requirements

• Communicate effectively via email with internal and external stakeholders

• Strong problem-solving abilities and attention to detail

• Proficiency in using CRM software and other relevant tools

• Ability to handle multiple tasks and prioritize effectively

• A positive attitude and a passion for helping customers

Physical Demands

In terms of an 8-hour workday, "occasional" equals 1% to 33%, "frequent" equals 34% to 66% and "continuous" equals 67% to 100%. However, some duties are performed monthly, annually or sporadically throughout the year and are essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions of the position, if the accommodation does not impose an undue hardship that would require significant difficulty or expense.

• Continuous stationary position, particularly, but not limited to, at a desktop computer

• Continuous repetitive use of hands/arms; particularly concerning to typing, writing, phone & computer use

• Continuous communication: verbal and written, in-person, phone and electronic

Work Environment

• Remote with some travel to other locations