Customer Care Representative

Role Overview

The Customer Care Representative helps create a dependable, helpful, and positive experience for both external customers and internal employees. This role handles support requests and problem-solving through phone, chat, and video, while also confirming customer needs, answering questions, and keeping customer records current.

What You’ll Do

• Handle incoming questions and requests in line with the team’s service-level expectations.
• Investigate customer concerns, suggest solutions, and provide timely follow-up or escalation when required.
• Use the tools and platforms relied on by the Customer Care team, including Gila and Freshdesk, along with other internal banking systems needed for daily work.
• Support basic customer issues on bank-facing systems such as online banking and mobile banking.
• Build strong knowledge of Queensborough’s products so customers can be guided to the right resources.
• Offer alternative banking options when the situation calls for it.
• Assist branch teams with customer service processes and procedures.
• Raise service issues to Customer Care leadership whenever escalation is necessary.
• Work toward personal productivity and performance targets while delivering quality service.
• Contribute to a culture of customer focus and ongoing improvement.
• Take part in quarterly Customer Care Center training sessions.
• Represent the Queensborough brand positively, both inside the organization and in the wider community.

Additional Information

The role is based in Augusta, GA and is a full-time onsite position. No salary, stipend, number of openings, start date, application deadline, or eligibility details were provided.