Customer Care Center Specialist

HomeTrust Bank • Charlotte, NC

9h • Onsite

About The Position

The Customer Care Center Specialist (“CCC Specialist) provides technical, general, and professional support to internal and external customers. The CCC Specialist is involved in daily operations of all Electronic Services used by our Personal customers including Automated Telephone Banking, Retail Online Banking, Mobile Banking, Debit Card support and providing Deposit/Loan Account information. Key Responsibilities / Essential Functions Promotes the growth and prosperity of the Bank by professionally serving the needs of customers with a focus on top-quality customer service. Responsible for giving appropriate directions to customers regarding support issues. Provide technical and professional support to customers in a friendly and efficient manner. Work with Customer Care Center supervisors and other key personnel to monitor and guarantee the smooth functioning of the Digital Banking systems. In coordination with the Bank’s Training Department, the CCC Specialist provides assistance in training bank personnel on the features and advantages of online banking. Preparing reports for any downtime and detailing root causes. Serve as a communication point, both to receive reports of security incidents from customers and to disseminate vital information to the bank’s Information Security Officer about security incidents. Maintain confidentiality and security of sensitive information. Special projects or duties as assigned by Supervisor.

Requirements

• Education: Associates degree in computer or business-related field or equivalent work experience.
• Required: 1-year of experience in direct client/customer service.
• Demonstrated proficiency in consumer technologies and common desktop applications.
• Able to provide an excellent customer service experience with strong verbal skills, ability to relate to all personalities and be solution-oriented.
• Strong understanding of Digital Banking systems, including internet browsers and Smartphone technologies.
• Professional and effective communication skills and interpersonal skills.
• Must be able to assist system users in problem identification and resolution.
• Analytical and sound decision-making skills are necessary.
• Comfortable working in a team environment.
• General business use of personal computer applications including Microsoft Word, Excel and Internet Explorer.

Responsibilities

• Promotes the growth and prosperity of the Bank by professionally serving the needs of customers with a focus on top-quality customer service.
• Responsible for giving appropriate directions to customers regarding support issues.
• Provide technical and professional support to customers in a friendly and efficient manner.
• Work with Customer Care Center supervisors and other key personnel to monitor and guarantee the smooth functioning of the Digital Banking systems.
• In coordination with the Bank’s Training Department, the CCC Specialist provides assistance in training bank personnel on the features and advantages of online banking.
• Preparing reports for any downtime and detailing root causes.
• Serve as a communication point, both to receive reports of security incidents from customers and to disseminate vital information to the bank’s Information Security Officer about security incidents.
• Maintain confidentiality and security of sensitive information.
• Special projects or duties as assigned by Supervisor.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 251-500 employees