CUSTOMER CARE SPECIALIST I
Description
The position of Customer Care Specialist is a full-time job with high customer exposure via digital channels not limited to telephone calls and online chats while ensuring the customer feels supported and valued.
Requirements
· Handling a high volume of in-bound customer service calls and online chats in a positive and professional manner
· Recommend products and services to meet customer needs
· Submitting address, phone number, and email changes
· Processing telephone transfers and loan payments
· Check ordering
· Assist customers with digital banking needs by troubleshooting solutions based on customer situation
· Assist customers with potential fraud situations; help protect and prevent fraud from occurring through proper verification
· Provide bank documents based on customer requests
· Utilize software, databases, and supporting tools in researching customer inquiries to provide answers and solutions
· Other customer service duties such as account reconciliation, bill pay support, EFT card support, quote rates, safety deposit box payments, etc.
· Handling customer service complaints or situations and diffusing angry customers through effective problem solving
· Maintain up to date job knowledge
· Follow policies and procedures; complete administrative tasks correctly and on time; support the Bank’s goals and values
· By virtue of workflow may be required to perform other duties as assigned
· Positive, upbeat, friendly attitude
· Good written and oral communication skills
· Ability to recognize and respond to internal and external customer needs
· Ability to explain bank products and services to sell and cross-sell products and respond to customer inquiries
· Detail oriented and accurate
· Strong time management, phone etiquette, and follow-up skills
· Problem solve and manage tasks independently
· Complaint handling ability
· Ability to work cooperatively with other employees; be a team player in a fast-paced environment
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