Customer Care Specialist I

Saco & Biddeford Savings Institution•Saco, ME

About The Position

The Customer Care Specialist I serves as a primary point of contact for customers, providing service through telephone, email, chat, and other communication channels. The role responds to routine inquiries, performs account servicing, supports digital banking products, resolves routine customer concerns, and promotes the Bank’s products and services. The specialist develops broad knowledge of the Bank’s offerings and complies with applicable policies, procedures, security standards, and regulatory requirements. The position includes servicing deposit and loan accounts; assisting with online and mobile banking, bill pay, mobile deposits, alerts, debit cards, and payment services; documenting customer interactions; and identifying customer needs and referral opportunities. The specialist is expected to meet departmental service, productivity, and quality standards, complete required training, and contribute to assigned projects and process improvements. Working conditions are generally pleasant and comfortable, with protection from weather but not necessarily temperature changes. The role involves alternating between sitting and standing, frequent lifting of one to ten pounds and occasional lifting of up to 50 pounds, and extensive computer and office-equipment use requiring dexterity and coordination. Duties may be performed with reasonable accommodation as determined by management.

Requirements

High school diploma or GED.
At least one year of banking or financial services experience.
Working knowledge of banking products and services.
Strong customer service and communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Strong problem-solving and organizational skills.
Proficiency with Microsoft Office and banking systems.
Ability to learn and apply banking regulations, procedures, and policies.
Demonstrated professionalism and reliability.
Ability to perform the duties and responsibilities, unaided or with reasonable accommodation.

Nice To Haves

Call center or customer service experience.

Responsibilities

Provide prompt, professional, and accurate service to customers through telephone, email, chat, and other communication channels.
Build and maintain positive customer relationships through exceptional service and problem resolution.
Research and resolve inquiries related to deposit accounts, digital banking, debit cards, and other banking products and services.
Identify customer needs, recommend appropriate banking solutions, and promote retention through effective service recovery.
Escalate complex issues to appropriate resources when necessary.
Process routine maintenance and servicing requests for deposit and loan accounts, including balance inquiries, transaction research, and other service requests.
Support deposit account servicing and maintain accurate documentation of customer interactions and account activities.
Assist customers with online banking, mobile banking, bill pay, mobile deposit, alerts, and related digital services; troubleshoot access issues and provide technical assistance.
Educate customers about digital banking tools, payment services, and self-service options.
Process digital banking enrollment and maintenance requests.
Assist with debit card inquiries and servicing, including card activation, maintenance, dispute intake, and transaction research.
Develop and maintain knowledge of banking products and services and identify opportunities to refer customers to additional offerings.
Support the Bank’s sales and customer relationship goals through effective customer conversations.
Comply with Bank policies, procedures, security standards, and regulatory requirements.
Complete required training and continuing education.
Participate in departmental projects, testing initiatives, and process improvement efforts as assigned.
Maintain satisfactory productivity, quality, and service standards and complete assigned training and development activities.