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