Job Details

Customer Care Specialist

This role is responsible for providing exceptional service to our internal and external Customers via the telephone and email. This position 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.

Responsibilities:

• 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.

Qualifications:

• High School diploma or equivalent required.
• Bachelor's degree preferred.
• Minimum of one (1) year of call center or banking experience, preferably in a customer facing role, required.
• Minimum of 1 year of professional Customer Service experience required.
• Excellent verbal and written communication skills required; Verbal and written communications skills in Spanish or additional language a plus.
• Proficient in Microsoft Office products, computer skills in a Windows based environment, and the ability to quickly learn new systems required.
• Ability to work in a structured fast-paced and ever-changing environment required.
• Ability to independently utilize resources and tools provided.
• Ability to maintain a professional demeanor and provide options in difficult situations required.
• Ability to successfully maintain required performance standards (i.e. quality, attendance, promptness) required.
• Ability to be flexible working a schedule during the hours of 8:00am-6:00pm Monday-Friday and 9:00am 3:00pm Saturday (rotating) required.

Key Competencies:

• Dependability, Attendance & Punctuality
• Customer Service focused
• Team player
• Computer skills
• Time Management
• Interpersonal Skills
• Communication Skills
• Critical thinking and resolution focused

Essential Functions:

• Sitting and speaking for extended periods of time
• Sufficient dexterity of hands and fingers to efficiently operate a computer keyboard, mouse and other computer components and ability to use telephone equipment
• Ability to converse and exchange information with all levels of staff and customers

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability, status as a protected veteran, or any other characteristic protected by law.