Customer Care Specialist 1

Position Summary

The primary responsibility of this position is to answer the bank's inbound calls and selected emails in a fast paced environment. The Customer Care Specialist responds to customer inquiries and, through active listening, refers requests to appropriate personnel as needed. This position also supports branches as a floating teller or Customer Relationship Associate (CRA) in the event of both planned and unplanned absences.

Essential Functions

• Provides professional, courteous and efficient service to all internal and external customers.
• Complies with federal and state banking regulations, as well as with all bank policies and procedures.
• Responds in an appropriate and timely manner to deposit inquires such as balances, items posted, interest earned and current rates.
• Properly identifies the customer according to bank policy before divulging any personal information.
• Processes Unauthorized/Disputed transaction requests, including provisional credits, in accordance with Regulation E and MasterCard rules.
• Responds to a limited list of loan inquiries.
• Provides password/PIN resets and log in assistance to customers, which includes, but is not limited to, online banking, debit cards and mobile wallet apps (e.g. Apple Pay).
• Properly triages inquires in order to direct the customer to the most appropriate bank personnel who can resolve the issue.
• Processes transactions received in the mail including, but not limited to, deposits, loan payments and address changes.
• Balances cash drawer and reports any discrepancies to the supervisor.
• Processes orders for new and replacement Debit Cards, as well as blocks and cancellation of cards as required.
• Processes temporary debit card increases within established guidelines and limits.
• Process travel notifications for debit card customers as requested.
• Processes Online Banking setups and maintenance.
• Performs setup and maintenance on internal and external automatic transfers.
• Responds to customer emails from sbsionline@sbsavings.com and through the secure "Contact Us" channel of the public website, including the secure upload feature.
• Performs other miscellaneous duties or special assignments as required or assigned.

Other Duties and Responsibilities

• Processes returned mail for the bank.
• Processes monetary transactions for incoming wire transfers received from the IS & Payment Operations Department.
• Processes CD monetary transactions related to the QwickRate product; open, close, rollover and wire transfer transactions.
• Processes appropriate transactions relating to dormant accounts, such as updating customer contact date, deposits and closeouts.
• Provides support to branch and back office staff as needed.
• Processes a variety of transactions including, but not limited to: deposits and withdrawals, check cashing, issuing money orders, cashiers checks and traveler's checks, redeeming savings bonds, processing various types of loan payments, Check Orders and RCIF modifications as needed.
• Responsible for accurately and courteously meeting new and existing customer needs by opening new accounts and maintaining knowledge of products.
• Assists in online banking dormant user maintenance as needed.
• Periodically initiates outbound calls in conjunction with a promotion or to validate a consistent S&BSI customer experience.
• Serves on various committees as assigned.
• Attends all required meetings and training.

Qualifications

• High school graduate or equivalent.
• One – three years satisfactory teller or customer service experience with applicable skills and knowledge, including InterACT/Miser systems, preferred.
• Strong customer service skills.
• Good understanding of all digital banking products and services.
• Must possess an overall knowledge of the features and benefits of bank products and understand the supporting roles of various departments.
• Computer literate, including good skills with MS Office.
• Proven ability to deliver quality work during times of increased volumes.
• Ability to adapt to changes in priorities quickly.
• Able to work harmoniously, professionally, cordially and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork.
• Strong attention to detail.
• Ability to travel to all Bank locations.
• Ability to read/see documents and computer screens, to communicate in person and via the telephone and use a computer and other office equipment.
• Is dependable and conforms to punctuality and attendance standards.

Working Conditions

• Physical surroundings are generally pleasant and comfortable with protection from weather conditions but not necessarily from temperature changes.
• Ability to stand for extended periods of time while performing the teller function. Otherwise, normally seated with freedom of movement on a regular basis.
• Frequently lifting one to ten pounds; occasionally lifting up to 50 pounds.
• Extensive operation of computers and other office equipment requiring dexterity and coordination and frequent use of hands.