Customer Care Specialist I

Wood & Huston Bank•Marshall, MO

154d

About The Position

The position of Customer Care Specialist is a full-time job with high customer exposure via digital channels not limited to telephone calls and online chats while ensuring the customer feels supported and valued.

Requirements

Positive, upbeat, friendly attitude
Good written and oral communication skills
Ability to recognize and respond to internal and external customer needs
Ability to explain bank products and services to sell and cross-sell products and respond to customer inquiries
Detail oriented and accurate
Strong time management, phone etiquette, and follow-up skills
Problem solve and manage tasks independently
Complaint handling ability
Ability to work cooperatively with other employees; be a team player in a fast-paced environment

Responsibilities

Handling a high volume of in-bound customer service calls and online chats in a positive and professional manner
Recommend products and services to meet customer needs
Submitting address, phone number, and email changes
Processing telephone transfers and loan payments
Check ordering
Assist customers with digital banking needs by troubleshooting solutions based on customer situation
Assist customers with potential fraud situations; help protect and prevent fraud from occurring through proper verification
Provide bank documents based on customer requests
Utilize software, databases, and supporting tools in researching customer inquiries to provide answers and solutions
Other customer service duties such as account reconciliation, bill pay support, EFT card support, quote rates, safety deposit box payments, etc.
Handling customer service complaints or situations and diffusing angry customers through effective problem solving
Maintain up to date job knowledge
Follow policies and procedures; complete administrative tasks correctly and on time; support the Bank’s goals and values
By virtue of workflow may be required to perform other duties as assigned