Customer Care Representative II

We are a values driven organization putting Relationships FIRST. EagleBank (NASDAQ - EGBN) is focused on being Flexible, Involved, Responsive, Strong, and Trusted. By prioritizing meaningful connections with our customers, employees, and shareholders, we relentlessly deliver the most compelling, valuable service to our customers.

EagleBank is committed to inclusion, equity, and respect. We celebrate diversity and intentionally seek out opportunities to learn from one another's experience. We believe employees are essential to the building of relationships and we prioritize investing in employee growth and wellbeing. Employee involvement is fostered through resource groups, mentorship programs, community service, and scholarship opportunities for continued education. With features including maternity and parental leaves, wellness discounts, healthcare premium sharing, employer funding in your HSA account, and 100% 401(k) matching up to 4%, we pride ourselves in the ways we support our internal relationships. The minimum and maximum projected hourly pay for this position is: $24.18 to $35.52.

The Customer Care Representative II delivers support and assistance to business and consumer customers calling about Online Banking, Mobile Banking, VISA debit cards and Consumer Lending and limited Deposit Services providing them with consistent outstanding customer service, accurate information and timely response to promote customer satisfaction and retention. Also handles incoming calls to the main number of the Bank and transfers the callers to the correct source within the Bank. Also handles outgoing calls to debit card customers with suspicious transaction activity to assess if transaction activity was legitimate. Also handles incoming calls from Branch employees needing assistance to execute some debit card and online banking processes in support of customer service.

Requirements:

H.S. Diploma or General Education Degree (GED) or equivalent
• 2 years online account opening and servicing or equivalent internal EagleBank branch experience
• Strong technical experience with servicing digital accounts, products, and services
• Strong technical experience troubleshooting
• Strong knowledge of banking regulations, policies, and procedures
• Strong knowledge of banking products and services, particularly electronic banking services and account opening platforms
• Solid understanding of computers and browser functionalities
• Ability to view situations from a customer's vantage point and deliver a friendly, empathetic communication style by telephone
• General knowledge of MS Office

Preferences:

• 4 years inbound call center and/or branch operations experience with a minimum of two years inbound call center experience required; financial institution experience
• Previous electronic banking experience
• Bank core system experience

Don't meet all the requirements? We encourage you to still apply if you think you are the right person to join our community. We are always interested connecting with people inspired by our mission and values. If you aren't hired for this position, your resume will remain available for the next year and might be considered for future openings. Note: You can update your resume as often as needed.