Chat Support Specialist

City National Bank of WV•Cross Lanes, WV

4d•Onsite

About The Position

Provides personal and helpful service to customers through the Bank's digital chat channel. Helps customers resolve account questions, service requests, and issues involving bank products and digital services while maintaining the speed, accuracy, security, and professionalism required in written customer interactions. Takes ownership of customer needs and works to resolve issues during the interaction whenever reasonably possible.

Requirements

High school diploma or equivalent.
Customer service experience; banking, call center, or digital customer service experience preferred.
Strong written communication skills, including grammar, clarity, and the ability to communicate naturally in a digital environment.
Strong problem-solving skills and attention to detail.
Ability to learn and work effectively across multiple banking systems.
Ability to manage multiple customer interactions and priorities while maintaining accuracy and customer focus.
Good judgment when handling customer information and determining when escalation is appropriate.
Ability to work a flexible schedule, including evenings and Saturdays.

Nice To Haves

Make digital interactions feel personal and helpful rather than scripted or transactional.
Write clearly, naturally, and professionally.
Listen through the conversation—ask good questions and make sure you understand what the customer actually needs.
Take ownership of customer questions and work toward resolution rather than simply redirecting customers.
Balance responsiveness with accuracy and security.
Be a proactive learner—take initiative to build your knowledge, skills, and confidence.
Recognize when another employee or area of the Bank needs to become involved and make the handoff easy for the customer.

Responsibilities

Respond to customer inquiries through the Bank's chat platform in a timely, personal, and helpful manner.
Research and resolve routine and more complex customer questions and service issues.
Verify customer identity and protect customer information using established security procedures.
Complete appropriate account and customer maintenance using bank systems.
Assist customers with online and mobile banking, debit cards, account access, online account opening, and other supported services.
Navigate multiple systems and sources of information while maintaining active customer conversations.
Communicate clearly and professionally in writing, adapting explanations to the customer's needs.
Gather and document information needed for resolution, tracking, and audit purposes.
Recognize potential fraud, unusual activity, recurring issues, or service trends and report them appropriately.
Identify customer needs and make appropriate referrals to other products, services, departments, and business partners.
Coordinate with other areas of the Bank when an issue cannot be resolved within the chat interaction.
Consult with management when customer complaints, bank errors, or other situations require escalation.
Maintain current knowledge of bank products, services, systems, policies, and procedures.
Follow applicable regulatory, audit, compliance, privacy, and security requirements.