Customer Care Center Consultant

Customer Care Center Consultant

Location: Springfield, IL (in‑office)

The CCC Consultant is responsible for delivering outstanding support and solutions to internal and external customers regarding INB’s products and services. This role handles inbound and outbound communication through phone, email, and live chat, while also providing awareness of INB’s latest offerings. Additional duties include handling returned mail, supporting online banking inquiries, and managing specific service‑related email inboxes.

• Respond promptly and courteously to customer issues via phone, email, or live chat in alignment with INB Communications Policy.
• Interview customers to gather information and explain financial products such as checking and savings accounts, IRAs, CDs, savings bonds, and securities.
• Assist with personal and commercial account inquiries, product support, complaint resolution, and account management.
• Open and close all deposit account types (checking, savings, CDs, IRAs, safe deposit boxes).
• Develop and maintain knowledge of INB’s full product and service line, including internet banking, loans, mortgages, and online tools.
• Foster a supportive, team‑oriented work environment and demonstrate a constant "how can I help you?" attitude.
• Cross‑sell additional INB services and identify opportunities for referrals to product specialists.
• Conduct needs‑based conversations, clarify customer concerns, and confidently transition from service to sales roles.
• Follow all INB policies and procedures (e.g., CIP, BSA, Reg CC).
• Use CRM systems such as NuPoint for tracking follow‑ups, quality control, and pending items.
• Execute the Creating Loyal Customer (CLC) process with new and existing clients.
• Participate in departmental and bank‑wide contests and initiatives.
• Engage in personal development through online learning and training opportunities. Maintain a professional appearance and organized work area. Perform other duties as assigned.

Education & Experience: Associate’s degree or equivalent from a two‑year college or technical school, six months to one year of relevant experience/training, or a combination of education and experience. Preferred:
Banking experience.

Language

Skills:

Understands and creates simple written communication; communicates effectively in small group settings.

Mathematical

Skills:

Performs basic arithmetic operations; computes rates, ratios, and percentages; interprets bar graphs.

Reasoning Ability: Applies logical reasoning to written, oral, or diagram instructions; solves common, standardized problems.

Ideal Candidate Attributes: Outgoing and energetic with strong organizational, communication, and phone skills; self‑motivated and eager to learn about INB products and services; demonstrates active listening, empathy, and patience; team‑oriented with a focus on collaboration and support; comfortable in a structured work setting with non‑traditional hours; excels at multi‑tasking and adapting to change; dependable with excellent attendance and punctuality.

Computer

Skills:

Proficient in internet navigation, spreadsheet software, and word processing tools.

$19/hour, $39,500 annualized. The estimated hiring range is the budgeted amount for this position.

INB provides health, dental, vision, and life insurance benefits to all full‑time employees. Coverage is extended to eligible dependents. Additional benefits include retirement savings plans, paid time off, and employee discounts.

INB, N.A. is committed to equal employment opportunity. All employees and applicants are treated without regard to race, creed, color, sex, sexual orientation, age, marital status, national origin, disability, religion, veteran status, or any other basis prohibited by law. The EEO law poster is available upon request.