Client Care Representative

Burke & Herbert Bank & Trust•Moorefield, WV

23h

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 questions and requests for account information and product or service offerings. It operates in a clerical office setting, using standard office equipment and handling work by telephone, in person, and on a computer. Travel may be required. The position averages about 40 hours per week. Employees must be available during the department’s operating hours, and typically work alternating Saturdays, with a weekday off when they work Saturday. Contact Center hours may change based on future needs.

Requirements

High school diploma or equivalent.
Two years of sales and service experience.
Professional phone-speaking skills.
Excellent customer service skills and product knowledge.
Proficient typing skills.
Proficiency in Excel, OneNote, and Microsoft Word.
Effective communication across email, interpersonal, written, and verbal channels.
Ability to work all department shifts and independently as well as part of a team.
Availability to work any time within the listed operating hours, including typically alternating Saturdays.

Nice To Haves

Prior customer support experience using digital communication channels.
One year of banking or financial institution experience.
One to two years of call center experience.
Spanish bilingual ability; bilingual candidates are encouraged to apply.

Responsibilities

Answer customer service calls in a timely and professional manner.
Protect customer information by following bank verification standards.
Provide accurate and precise information in response to customer requests.
Transfer customers to appropriate bank personnel professionally.
De-escalate challenging situations and determine when manager input is needed.
Provide technical support for electronic self-service bank products.
Research and follow up on customer requests as needed.
Sell or refer the Bank’s products and services to customers and prospects.
Stay informed about changes to policies, procedures, and services to provide accurate 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 related to the Bank’s BSA/AML policy.
Perform other duties as assigned.