What are the responsibilities and job description for the Customer Care Specialist I position at Wood & Huston Bank?
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