Hebron Savings Bank

Customer Support

• Serve as a primary point of contact for customers by telephone, secure messaging, chat, email, and other electronic channels.
• Provide prompt, accurate, and professional assistance with deposit accounts, digital banking, debit cards, electronic payments, account maintenance, fraud concerns, and other banking needs.
• Listen carefully, understand the customer’s need, take ownership of the request, and provide first-contact resolution whenever possible.
• Protect customer information, follow Bank procedures, and deliver service that is easy, responsive, and personalized.
• Respond promptly and professionally to inbound calls and electronic customer inquiries.
• Strive to resolve customer needs during the initial contact whenever possible.
• Build customer confidence through empathy, professionalism, accuracy, and clear communication.
• Handle complaints, difficult conversations, and sensitive situations calmly and professionally.
• Educate customers about relevant products, services, and digital banking capabilities.
• Escalate requests appropriately when additional authority or expertise is required.
• Process account maintenance and servicing requests, including account research, stop payments, check orders, address and contact changes, electronic statement enrollment, travel notifications, loan payments, wire requests, and other authorized transactions.
• Assist customers with Online Banking, Mobile Banking, Bill Pay, Remote Deposit Capture, and other electronic banking services.
• Provide debit card support, including card replacements, card status changes, limit requests, transaction research, refunds, and disputes.
• Assist customers reporting fraud, unauthorized activity, or other account security concerns in accordance with established procedures.
• Verify customer identity before disclosing information or processing transactions.
• Protect confidential customer and Bank information in accordance with policies and regulatory requirements.
• Accurately document customer interactions, actions taken, and required follow-up.
• Collaborate with branches and internal departments to resolve customer needs efficiently.

Customer Care Center Representative