Customer Care Center Specialist

Equal Opportunity Employer, Including Disability/Vets

Summary Description

Provides excellent customer service, ensuring that all customer needs are met. Answers in-bound customer phone calls and successfully resolves service related issues concerning debit cards, online banking and IVR. Assists customers with routine service requests and provides account related information. Identifies and acts on referral opportunities for new products by recognizing customer needs.

Essential Functions

• Consistently executes customer service standards to provide excellent customer service, resolve problems, and identify customers' financial needs

• Collect all pertinent customer information for resolution, tracking, and audit purposes

• Verify customer calls with current security procedures for identity theft prevention

• Proactively identify and report any potential issues, trends, or fraud attempts to the appropriate area

• Perform immediate account and/or customer maintenance on core system and auxiliary software systems when needed

• Assist customers with general usage or troubleshooting issues concerning online banking (i.e. password, online transfers, e-statement enrollment, bill pay, supported browsers, etc.)

• Assist customers with debit card activations, PIN resets, card denials, etc.

• Assist customers with general usage or troubleshooting issues concerning our telephone banking system

• Assist customers with the online account opening process (i.e. guidance through the process, troubleshooting errors, etc.)

• Assist customers with mobile banking (i.e. downloading the app, supported devices, mobile deposit, general usage, etc.)

• Consult with management on any customer complaint or bank error

• Research and resolve any customer issues independently

• Handle all requests in a professional and courteous manner

• Refers customers to other departments and business partners appropriately

• Completes all training within predetermined time limits

• Maintains current knowledge of bank products and services

• Adheres to all bank regulatory, audit, and compliance policies and procedures

Position Requirements

• 1-2 years call center experience, preferably in a banking or financial services environment

• Experience with Jack Henry products preferred (Silverlake,Passport, Netteller)

• Associates or Bachelors degree is preferred

• Sales experience preferred

• Bilingual preferred but not required (English/Spanish)

• Ability to work a flexible schedule including evenings and Saturdays

• Work is generally performed indoors in environmentally controlled conditions

• Typically the employee may sit to perform the work. However, there may be some standing, walking, bending and carrying of light items in the course of the work

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Critical Skills / Expertise

• Excellent customer service skills

• Excellent communication skills

• Good problem solving skills

• Strong attention to detail