Customer Care Center Consultant

Description

Please note:

This is an in-office position located in Springfield, IL

At INB, your career is more than a job; it’s a chance to make a difference. As a locally owned, community-focused bank, we help individuals and businesses reach their financial goals through personalized service and trusted relationships. Our team is built on care, creativity, teamwork, balance, smart work, and enthusiasm. Join us and be part of a purpose-driven culture that makes a positive impact every day.

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.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily as well as other duties that are assigned. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential

• Promptly and courteously respond 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 and 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 (e.g., 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 like 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.

This position has no supervisory responsibilities.

Analytical:

• Synthesizes complex information
• Researches and evaluates data
• Designs workflows and processes

Customer Service:

• Handles emotional and difficult customer interactions effectively
• Meets commitments and actively seeks feedback to improve

Professionalism:

• Displays tact and respect under pressure
• Accepts accountability and follows through

Quality:

• Demonstrates accuracy and strives for continuous improvement
• Applies feedback and monitors personal performance

Perform other duties as assigned.

Associate’s degree (A.A.) or equivalent from a two-year college or technical school

OR six months to one year of relevant experience/training

OR a combination of education and experience

Preferred:
Banking experience

Understands and creates simple written communication

Communicates effectively in small group settings

Performs basic arithmetic operations

Computes rates, ratios, and percentages

Interprets bar graphs

Applies logical reasoning to written, oral, or diagram instructions

Solve common, standardized problems

Outgoing and energetic with strong organizational, communication, and phone skills

Self-motivated with an eagerness to learn about INB products and services

Demonstrates active…