Customer Care Specialist

Estimated starting salary is $46,251-$55,000/Annually.

Duties and Responsibilities/Results:

• Provide exceptional service to customers that contact the bank by telephone, e-mail, and chat by providing personal assistance on their accounts, bank products, and services.
• Promote the use of Digital Banking products by instructing customers on how to use the service and features that best meet their needs.
• Ensure that customers have access to their account(s) by processing Online Banking registrations, Bill Pay registrations, and Secure form requests.
• Assist customers that have difficulty accessing Digital Banking Services by analyzing the customers issue and providing a solution while also performing required security procedures to authenticate customer identity. You may need to provide a password reset for locked out customers, or troubleshoot why they are unable to log in successfully.
• Provide support to customers and bank staff regarding electronic products and services; including but not limited to, online banking, mobile banking, Zelle, remote deposit capture, bill pay and e-statements.
• Proficient in computers, smartphones, tablets and their operating systems, software and other technologies. Must be able to troubleshoot and assist customers utilizing this knowledge.
• Ability to manage multiple tasks efficiently and prioritize responsibilities in a fast-paced environment.
• Availability to work flexible hours, including but not limited to late nights, weekend, and a hybrid schedule as needed.
• Must have the ability to maintain a professional rapport with other departments and branches to ensure our customers receive the support and assistance they require.
• Ability to work independently and as a team with excellent time management and conflict resolution skills.
• Sign into remote assess systems at least once weekly to ensure connectivity and maintain familiarity with off-site tools and resources.
• Facilitate effective collaboration with team members and stakeholders through regular on-site meetings and interactions.
• Ensure accurate and timely access to source documentation by working on-site, where all necessary resources are readily available.
• Handle time-sensitive tasks and projects efficiently by being present on-site, allowing immediate response and action.
• Assist customers in securing their accounts by reviewing transactions and placing lockouts on Online Access, Banks Accounts, or Stopping a Debit Master Card when necessary.
• Help out when necessary by performing other related duties which may be required from time to time.

Job Specifications:

• High School diploma or GED equivalent
• Excellent verbal and written communication skills
• At least two years’ experience on the core system
• Proficient with use of MS-Office suite
• General understanding of the electronic technologies including but not limited to ATMs and mobile devices.
• Strong knowledge of bank’s products and services

Equal Opportunity Employer
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