Client Care Representative

Burke & Herbert Bank • Moorefield, WV

2d • Onsite

About The Position

The Client Care Representative communicates with customers through digital channels, including chat and email, and provides timely solutions to inquiries received through the Bank’s online banking system. The role provides customer service and responds to inquiries and requests for account information and details about products and services.

This position handles customer calls and digital messages, protects customer privacy by following verification standards, provides accurate information, supports electronic self-service banking products, and researches and follows up on customer requests. Representatives also refer or sell Bank products and services, keep current on policies and service changes, and manage phone, email, and online chat workflows in accordance with Bank and departmental guidelines. The position has no supervisory responsibilities and may require travel. It operates in a clerical office setting and averages about 40 hours per week. Employees must be available during the stated Contact Center operating hours, including alternating Saturdays; Saturday workers receive a weekday off. Hours may change based on future needs.

Requirements

• High school diploma or equivalent required.
• Two years of sales and service experience required.
• Professional phone speaking skills.
• Excellent customer service skills.
• Excellent product knowledge.
• Proficient typing skills.
• Proficient in Excel, OneNote, and Microsoft Word.
• Proficient communication across email, interpersonal, written, and verbal channels.
• Must be able to work all department shifts and be available during Contact Center operating hours.
• Must be able to work independently and as part of a team.

Nice To Haves

• Prior digital communication customer support experience preferred.
• One year of banking or financial institution experience preferred.
• One to two years of call center experience preferred.
• Bilingual Spanish-speaking candidates are encouraged to apply.

Responsibilities

• Answer customer service calls in a timely and professional manner.
• Protect customer information by adhering to Bank verification standards.
• Provide accurate and precise information in response to customer requests.
• Transfer customers to appropriate Bank personnel professionally.
• Diffuse challenging situations and determine whether manager input is needed.
• Provide technical support for electronic self-service Bank products.
• Research and follow up on customer requests as needed.
• Sell and/or refer Bank products and services to customers and prospects.
• Stay informed about changes in policies, procedures, and services to provide accurate customer information.
• Manage phone, email, and online chat workflows efficiently.
• Provide timely support and solutions to inquiries received through the online messaging channel.
• Respond to digital message inquiries in accordance with Bank and departmental guidelines.
• Comply with policies and procedures under the Bank’s BSA/AML policy.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED