Customer Care Specialist

Description

The primary responsibility of this position is to answer the bank’s inbound calls and selected emails in a fast-paced environment. The Customer Care Specialist responds to customer inquiries and, through active listening, refers requests to appropriate personnel as needed.

Essential Functions:

• Provides professional, courteous, and efficient service to all internal and external customers, reflecting the Bank’s commitment to high standards of integrity and service excellence.
• Embrace the Bank’s core values: Caring & Compassion, Excellence, Relationships, Trust, and Enrichment. Be a source of possibilities.
• Responds in an appropriate and timely manner to deposit inquiries such as balances, items posted, interest earned and current rates.
• Properly identifies the customer according to bank policy before divulging any personal information.
• Processes Unauthorized/Disputed transaction requests in accordance with Regulation E and MasterCard rules.
• Responds to a limited list of loan inquiries.
• Provides password/PIN resets and log in assistance to customers, which includes, but is not limited to, online banking, debit cards and mobile wallet apps (e.g. Apple Pay).
• Properly triages inquires in order to direct the customer to the most appropriate bank personnel who can resolve the issue.
• Processes transactions received in the mail including, but not limited to, deposits, loan payments and address changes.
• Processes orders for new and replacement Debit Cards, as well as blocks and cancellation of cards as required.
• Processes temporary debit card increases within established guidelines and limits.
• Process travel notifications for debit card customers as requested.
• Processes Online Banking maintenance.
• Performs set-up and maintenance on internal and external automatic transfers.
• Responds to customer emails and requests made through the secure “Contact Us” channel of the public website, including the secure upload feature.
• Responds to secure customer messages within the online banking application.
• Perform miscellaneous duties or special assignments as required, always aligning with the Bank’s values of integrity, service, and collaboration.

Other Duties and Responsibilities:

• Processes returned mail for the bank.
• Processes CD monetary transactions related to the QwickRate product; open, close, rollover and wire transfer transactions.
• Processes appropriate transactions relating to dormant accounts, such as updating customer contact dates, deposits and closeouts.
• Provides support to branch and back-office staff as needed.
• Processes a variety of transactions including, but not limited to deposits and withdrawals, check cashing, issuing money orders, cashier’s checks, processing various types of loan payments, Check Orders and RCIF modifications as needed.
• Complies with federal and state banking regulations, as well as with all bank and department policies and procedures.
• Interacts harmoniously, professionally, cordially and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork.
• Assists in online banking dormant user maintenance as needed.
• Serves on various committees as assigned, actively contributing to the improvement of branch operations and customer satisfaction.
• Attends all required meetings and training, maintaining a commitment to personal and professional growth in alignment with the Bank’s values.

Working Conditions:

• Physical surroundings are generally pleasant and comfortable with protection from weather conditions but not necessarily from temperature changes.
• Ability to sit or stand with freedom of movement, regularly alternating between both positions.
• Frequently lifting one to ten pounds; occasionally lifting up to 50 pounds.
• Extensive operation of computers and other office equipment requiring dexterity and coordination and frequent use of hands.
• We offer a flexible hybrid schedule, allowing employees to split their time between remote work and in-office days.

Requirements

• High school graduate or equivalent.
• One – three years satisfactory teller or customer service experience with applicable skills and knowledge, including Jack Henry systems, preferred.
• Strong customer service skills.
• Good understanding of all digital banking products and services.
• Must possess an overall knowledge of the features and benefits of bank products and understand the supporting roles of various departments.
• Computer literate, including good skills with MS Office.
• Proven ability to deliver quality work during times of increased volumes, demonstrating resilience and a strong work ethic.
• Ability to adapt to changes in priorities quickly.
• Able to work harmoniously, professionally, cordially and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork.
• Strong attention to detail, ensuring that all tasks are completed to the highest standards of accuracy and compliance.
• Ability to work independently and as a team player, contributing to a supportive and collaborative work environment.
• Ability to read/see documents and computer screens, to communicate in person and via the telephone and use a computer and other office equipment.
• Dependable and punctual, adhering to attendance standards and demonstrating accountability in all actions.
• Ability to, with or without accommodations, read/see documents and computer screens, communicate in person via telephone or Zoom calls, and use a computer and other office equipment.
• Ability to travel to all Bank locations, ensuring a flexible and adaptable approach to meeting organizational needs.