Customer Care Specialist I

Description

POSITION SUMMARY

The Customer Care Specialist serves as the primary contact for inbound customer inquiries and is responsible for providing customer support through phone and email communication. The position requires patience and care to manage incoming customer calls and a problem-solver mentality to resolve issues. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

The essential functions include, but are not limited to the following:

Customer Service 60%

• Provide customer support by multi-line phone system, email, or secure messaging to customers by portraying a positive company image and engage in professional and friendly communication with customers. 
• Verify customer identity based on internal banking protocols, including asking customers to provide personal information and comparing that information to data stored in the computer system to ensure confidentiality and legal compliance.
• Actively listens to customers as they explain issues, asking necessary questions for clarification, maintaining composure with upset customers, and conveying a sense of empathy in order to fully understand the customer's issue.
• Adapt communication to customers by altering rate of speech, inflection, tone, and content in order to facilitate customer understanding, retention, and comfort.
• Track and document inbound support requests and ensures proper notation of customer problems or issues. 
• Update customer information and ensure accurate entry of contact information. 
• Troubleshoot customer online banking and/or mobile application issues; identify the root cause of the problem and use tools/resources appropriately to determine how to resolve customer problem. When unable to resolve the problem in a reasonable amount of time, will escalate to the appropriate resource. 
• Clearly explain policies, processes and products to customers including answering questions, helping customers understand product features and online banking processes, and general bank services in order to educate and support customers.
• Provide solutions to customer problems using the most appropriate courses of action in the interest of the customer and the Bank to ensure customer satisfaction. 

Account Maintenance 30%

• Assist customers in resolving problems or discrepancies concerning customers’ account(s). 
• Research customer issues including reviewing customer relationship, exploring transaction history, performing searches (e.g., dollar amounts, dates), and gathering additional information from bank documentation and resources to identify the source of the problem for resolution.
• Assist customers with account maintenance including but not limited to activate debit cards, replace debit cards, order checks, update customer information, execute stop payments, set up/reset online banking and its associated products, etc., in order to immediately address customer issues.

Other 10%

• Compose, type, and mail customer correspondence; including, but not limited to: certificate maturity notices, notices related to issues such as discrepancies, and outstanding unpaid items 
• Effectively communicate and collaborate with all departments.
• Perform all other duties as assigned.

Requirements

EDUCATION & EXPERIENCE

• Associates degree required or equivalent work experience
• 2+ years of experience in similar job duties 

Central Bank is an Affirmative Action and Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.