Customer Experience Specialist I (Call Center)

About the role

RCB Bank is seeking a customer service professional to handle telephone inquiries and concerns from customers and branches regarding banking products and financial services.

Responsibilities

• Provide customer service via telephone for routine inquiries and concerns.
• Assist customers and branches with technical support for Online Banking, IVR, ITM, and other bank-related business products.
• Retrieve customer account and transaction information electronically while adhering to bank, regulatory, and legal compliance requirements.
• Address customer and branch concerns, work toward resolution, and escalate to supervisor/manager as needed.

Requirements

• Minimum of one year of customer service experience.
• High school diploma or GED.

Qualifications

• Strong telephone, reading comprehension, and communication skills, both verbal and written.
• Strong customer service skills with the ability to assist customers professionally and empathetically.
• Strong analytical and problem-solving skills with the ability to make independent decisions.
• Ability to thrive in a fast-paced environment and multitask while managing phone calls, chat sessions, emails, etc.
• Solid typing skills.
• Desire to be involved in the community.

Skills

• A drive to find positive solutions to customer and department situations.
• A strong client focus with excellent problem-solving and decision-making skills.
• Knowledge of various banking and cash management products and systems.

Benefits

• Medical Plan
• Prescription Drug Plan
• Teladoc™
• Dental Plan
• Vision Plan
• Flexible Spending Accounts (Healthcare & Dependent Care)
• Life and AD&D Insurance
• Disability Plans
• Life Assistance Plan (EAP)
• Multiple Supplemental Plans
• Sick Leave
• Paid Federal Holidays
• Vacation and PTO
• 401(k)
• ESOP