What are the responsibilities and job description for the Customer Care Specialist position at Merchants National Bank?
The Customer Care Specialist plays a pivotal role in ensuring exceptional customer service experiences through various channels, including phone calls and online interactions. This position encompasses a diverse range of responsibilities, from providing account information to assisting with basic electronic banking transactions. Additionally, the Customer Care Specialist is entrusted with essential bookkeeping tasks and clerical duties integral to the department's operations.
Primary Duties and Responsibilities:
1. Customer Service:
• Serve as the primary point of contact for incoming phone calls, maintaining a professional and courteous demeanor
• Assist customers with inquiries regarding account details, electronic banking, and various banking products and services
• Respond promptly and professionally to emails from both customers and colleagues, addressing queries and concerns effectively
• Collaborate with other departments to address customer needs and ensure seamless service delivery
• Conduct credit card collections calls with tact and professionalism
2. Bookkeeping Functions:
• Perform daily bookkeeping tasks, including verification of signature accounts and review of closed saving and checking accounts
• Enter accurate descriptions in the General Ledger for transactions and ensure thorough business check reviews
• Process deposit account verifications, mobile deposits, and credit card balancing efficiently
• Handle encoding corrections and monitor piggy savings accounts, ensuring compliance with regulatory standards
• Complete wire transfers received via fax or email and process debit card/credit card payments for loans or credit cards
3. Clerical Duties:
• Maintain overdraft logs and address changes, ensuring accuracy in records and filings
• Process stop payment requests and handle special statement cycles and mailings with attention to detail
• Scan completed work for documentation and maintain organized filing systems
• Prepare loan notices and tax documents manually as required
4. Miscellaneous Responsibilities:
• Attend training sessions to stay updated on compliance, security, and internal guidelines, completing all required online training modules
• Demonstrate proficiency in Microsoft suite products and Windows-based systems, adapting quickly to new job functions
• Multitask effectively in a fast-paced work environment, demonstrating personal accountability, self-motivation, and attention to detail
Qualifications/Skills and Knowledge Requirements:
• Must be proficient in Microsoft suite of products and Windows-based systems
• Strong organizational skills and ability to adapt to a fast-paced work environment
• Excellent communication skills, both verbal and written
• Demonstrated ability to multitask and prioritize tasks effectively
• Detail-oriented with a strong sense of personal accountability and self-motivation