Customer Contact Specialist

Description

Basic Qualifications

Education/Training:  High school diploma or equivalent required; Associate or Bachelor’s degree in Finance, Business, or related field preferred.

Skills(s): Proficient reading, writing, grammar, and mathematics skills; excellent interpersonal relations and communicative skills; strong knowledge of customer service principles, practices, and technologies; analytical mindset with the ability to interpret data and make strategic decisions; proficiency in using contact center software and tools; problem-solving and conflict resolution; multitasking and time management; customer-focused mindset, ability to handle sensitive financial information with discretion and integrity.

Experience: A minimum of one (1) year related experience in a banking or financial services contact center preferred.

General Responsibilities

The Customer Contact Specialist serves as the first point of contact for customers of the bank, providing exceptional service and support through phone, email, and digital channels. This role requires a strong understanding of banking products, services, regulatory compliance, and a commitment to protecting customer information while resolving inquiries efficiently and professionally.

Essential Duties

1. Performs a variety of duties to support the Bank’s Customer Contact Center of which the following are illustrative:

• Handles inbound and outbound customer interactions related to account inquiries, transactions, digital banking, loan servicing, and fraud prevention.
• Provides accurate information about bank products and services, including all deposit accounts, debit/credit cards, loans, and online banking services.
• Assists customers with troubleshooting issues related to mobile apps, online banking, debit cards and ATM access.
• Identifies and escalates suspicious activity or potential fraud in accordance with bank policies and regulatory requirements.
• Meets or exceeds performance metrics such as call resolution time, customer satisfaction, and compliance adherence.
• Stays current on banking regulations (e.g., Regulation E, BSA/AML, GLBA) and internal procedures.
• Supports cross-selling initiatives by identifying customer needs and referring them to appropriate banking services.

Ancillary Duties

Perform tasks which are supportive in nature of the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances.

Qualifications