Customer Care Specialist I

CUSTOMER CARE SPECIALIST I

Location: Marshall

Reports to: Customer Care Supervisor

JOB SUMMARY

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.

ESSENTIAL FUNCTIONS

• 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

KNOWLEDGE, SKILLS AND ABILITIES

• 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