Customer Care Specialist

Customer Care Specialists are responsible for providing exceptional service to internal and external Customers via the telephone and email. This role is an excellent opportunity to learn all the Bank’s products, services and work with all lines of business in support of resolutions in servicing our Customers.

Requirements

• Answer inbound Customer and Branch calls in a courteous and professional manner.
• Utilize excellent listening skills to understand the Customer’s concern or situation.
• Ensure privacy and security through proper Customer authentication.
• Assess Customers’ needs by asking the right questions.
• Provide exceptional Customer Service by demonstrating a professional and courteous demeanor.
• Respond to account inquiries, account maintenance, loan questions, online banking troubleshooting, and basic banking information.
• Troubleshoot and resolve first level Customer complaints in a timely manner.
• Stay up to date on products/services/procedures by reviewing email notifications, attending meetings and via virtual training.
• Build relationships with Customers, Branches, and internal Lines of Business.
• Research and communicate effective solutions while adhering to departmental policies and procedures.
• Take ownership of calls from beginning to end, and provide timely follow up.
• Recommend products and services to Customers such as online banking, mobile app, Zelle, Telebanc, etc. to better serve their needs.
• Perform other administrative support responsibilities as department needs arise.

Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• Retirement Plan
• Paid Time Off
• Holidays
• 401k Matching