Customer Care Center Specialist

Summary Description

Provides excellent customer service, ensuring that all customer needs are met. Answers inbound 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
• Collects all pertinent customer information for resolution, tracking, and audit purposes
• Verifies customer calls with current security procedures for identity theft prevention
• Proactively identifies and reports any potential issues, trends, or fraud attempts to the appropriate area
• Performs immediate account and/or customer maintenance on core system and auxiliary software systems when needed
• Aids customers with general usage or troubleshooting issues concerning online banking (e.g., password, online transfers, e-statement enrollment, bill pay, supported browsers, etc.)
• Aids customers with debit card activations, PIN resets, card denials, etc.
• Aids customers with general usage or troubleshooting issues concerning our telephone banking system
• Aids customers with the online account opening process (e.g., guidance through the process, troubleshooting errors, etc.)
• Aids customers with mobile banking (e.g., downloading the app, supported devices, mobile deposit, general usage, etc.)
• Consults with management on any customer complaint or bank error
• Researches and resolves any customer issues independently
• Handles 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)

Critical Skills/Expertise

• Excellent customer service skills
• Excellent communication skills
• Good problem-solving skills
• Strong attention to detail

Schedule

Monday through Friday, some Saturdays

Work Environment

• Generally performed indoors in environmentally controlled conditions
• 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

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

Critical Skills/Expertise

• Critical thinking skills
• Teamwork skills
• Time management skills

Equal Opportunity Employer

We are an equal opportunity employer and consider applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other characteristic protected by law.