Customer Care Specialist

Responsibilities

• Receive, investigate, and respond to customer inquiries regarding products, services, and issues via all channels through which customers are served.
• Document customer interactions and completes service requests to minimize customer effort or additional action.
• Keep clear records of all conversations in the call center database.
• Serve as a primary point of contact with both retail and business customers acting on behalf of the Deposit Growth Team and Customer Care Team when appropriate and within scope of authority.
• Collaborate with internal departments to optimize customer service.
• Utilize resources and systems to conduct research and present the customer with a resolution.
• Adequately adhere to performance metrics and quality standards and make outbound calls to customers as needed.
• Aid customers with Cash Management products and services as needed. (BillPay, ACH, Wires, RDC).
• Establish and maintain appropriate files and records.
• Process and enter ICS transactions as needed.
• Process remote wires requests as needed.
• Perform other duties as required.

Qualifications

• High School diploma or equivalent.
• Associate degree or higher preferred.
• One to two years’ banking experience required.

Preferred Skills

• Previous call center experience helpful.
• Previous CRM (Salesforce, Synapsys) applications helpful.
• A customer centric mindset.
• Superior communication skills, both written and oral.
• Excellent interpersonal and customer service abilities.
• A high attention to detail.
• Knowledge of Jack Henry products/services experience helpful.
• Knowledge of Cash Management/Treasury products and services helpful.

Benefits

• Competitive Medical, Dental, Vision Coverage
• 401(k) Retirement Plan with 4% Match
• Company Paid Life, STD, and LTD
• Health Savings Account (HSA) & Flexible Spending Account (FSA) options
• Paid Time Off (PTO), Volunteer Time Off (VTO), and Birthday PTO
• 12 Paid Holidays
• Tuition Reimbursement
• Company Events and Picnics

About the Role

Bank of Bird-in-Hand is built on integrity, excellence, and teamwork. If you identify with these values and are looking for a career where you can put them into practice, consider applying to one of our open positions. When you join the Bank of Bird-in-Hand team, you’ll be appreciated and celebrated for who you are every day.