Customer Care Center Specialist
About The Position
Under the supervision of the Customer Care Center Manager, this position plays an integral role in ensuring that an exceptional customer experience is achieved in each banking interaction through an efficient first call resolution approach in the Bank's multi-channel call center. The Customer Care Center Specialist enhances customer relationships by providing tailored service to each customer, through active listening and engagement to understand each customer’s financial needs and goals, and developing quality leads to business partners via telephone and email correspondence, while being a primary resource for electronic banking.
Requirements
- Ability to work independently and as part of a team.
- Ability to easily transition between jobs based on Bank and department need.
- Ability to interpret ideas and facts.
- Ability to analyze and interpret federal and state laws and/or regulations.
- Strong customer service skills.
- Strong sales skills.
- Strong written communication skills.
- Exceptional verbal aptitude.
- Exceptional numerical aptitude.
- Ability to work in a high-volume setting.
- Ability to quickly learn and adapt to changing systems, applications, policies and procedures.
- Intermediate knowledge of the Microsoft Office Suite, including Excel, Outlook, PowerPoint and Word.
- A High School diploma or equivalent.
- A minimum of one year of banking experience.
Nice To Haves
- Working knowledge of the Finastra core platform.
- Call Center experience.
Responsibilities
- Effectively communicates with and assists internal and external customers in a professional, positive and composed manner while using effective listening abilities to resolve customer inquiries and requests.
- Identifies and pursues opportunities to build and deepen consumer and business customer relationships by actively listening and engaging the customer to cross-sell products and services and understand their current and future financial needs and priorities. Offers needs-based solutions and educates customers on products, promotions and digital services to assist the customer in reaching their financial goals.
- Utilizes multiple delivery channels to service all banking inquiry types.
- Has extensive knowledge of all eServices products, and is proficient in navigating required electronic product delivery systems.
- Opens various types of new consumer accounts and conducts other basic customer transactions, while demonstrating exceptional knowledge of all Bank products and services.
- Meets all defined growth, referral, sales, service, and campaign goals by identifying customer needs, providing appropriate guidance and perspective about Country Bank solutions, and balancing additional duties while providing coverage of the phone queue.
- Develops creative solutions to troubleshoot non-traditional banking inquiries such as remote banking, debit card compromises, POS declines, and disruptions in the availability of online and mobile platform.
- Other job duties, as assigned.
Benefits
- Medical, dental and vision insurance
- A 401(k) Plan with a generous employer contribution plus match
- Income protection benefits
- Educational assistance and tuition reimbursement benefits
- Generous total paid time off
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
High school or GED
