Customer Care Center Specialist

City National Bank of WV•Cross Lanes, WV

4d•Onsite

About The Position

Provides personal and helpful service to customers by phone, helping resolve account questions, service requests, and issues involving debit cards, online and mobile banking, telephone banking, and other bank services. Researches customer concerns, completes appropriate account maintenance, and identifies opportunities to connect customers with additional products, services, and areas of the Bank.

Requirements

High school diploma or equivalent.
Customer service experience; call center experience preferred.
Banking or financial services experience preferred.
Strong communication and listening skills.
Good problem-solving skills and attention to detail.
Ability to learn and work effectively across multiple banking systems.
Ability to work a flexible schedule, including evenings and Saturdays.

Nice To Haves

Bilingual English/Spanish skills are a plus.

Responsibilities

Answer inbound customer calls and provide personal and helpful service.
Research and resolve routine and more complex customer questions and service issues.
Verify customer identity using established security procedures.
Complete appropriate account and customer maintenance using bank systems.
Assist customers with online and mobile banking, debit cards, telephone banking, online account opening, and other supported services.
Gather and document information needed for resolution, tracking, and audit purposes.
Recognize potential fraud, unusual activity, service trends, or recurring issues and report them appropriately.
Identify customer needs and make appropriate referrals to other products, services, departments, and business partners.
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, and security requirements.