Client Care Specialist

United Fidelity Bank•Fort Walton Beach, FL

About The Position

The Client Care Specialist is a key customer service role and the voice of UFB, providing friendly and efficient service to customers. The specialist manages and responds to customer service inquiries, researches and troubleshoots problems, and resolves issues by telephone, internet, or written correspondence. During downtime, the role also supports other operational departments.

Requirements

High school diploma or GED.
2–3 years of customer service experience.
Excellent interpersonal skills and professional interaction with callers, associates, executives, and senior leaders.
Strong written and verbal communication abilities.
Problem-solving skills.
Advanced organization and time-management skills.
Proficiency in Microsoft Office Suite.
A high degree of integrity when handling sensitive information.
Ability to work as an energetic team player.

Nice To Haves

Banking experience.
2–3 years of call center experience.

Responsibilities

Provide responsive and accurate customer service by phone, email, and web correspondence, explaining possible solutions and helping customers feel supported and valued.
Refer and route customer calls to appropriate bank personnel, resources, and departments.
Use active listening to clarify customer information and understand needs in order to provide answers and solutions.
De-escalate customer concerns and escalate unresolved issues.
Refer customers to branch staff when opportunities to upsell products arise.
Follow up on customer calls when necessary.
Document call information according to standard operating procedures.
Provide account information, including balances, check clearings, deposit postings, returned checks, funds availability, and statement information.
Assist customers and troubleshoot issues involving Retail Online Banking, Mobile Banking, debit cards, and other electronic banking services.
Process account transfers, stop payments, electronic deposits, and other account maintenance requests according to standard operating procedures.
Perform duties related to the Bank Secrecy Act under the guidance of the BSA Officer.
Support other operational departments during downtime.