Customer Care Specialist II

Saco & Biddeford Savings Institution • Saco, ME

6d

About The Position

The Customer Care Specialist II performs advanced customer service, account servicing, customer research, business relationship support, and problem resolution while serving as a subject matter expert within the Customer Care Department. The position handles complex customer inquiries involving digital banking and payment solutions, business banking, loan servicing, and escalated concerns. The specialist independently researches and resolves issues, leads or participates in special projects, supports employee training and development, identifies operational improvements, and contributes to an exceptional customer experience.

The role provides service through telephone, email, chat, and other channels; maintains customer accounts; supports digital banking, payment, deposit, and loan services; and identifies appropriate referrals. It also assists team members with questions and training, participates in system and workflow initiatives, and follows Bank policies, security requirements, and regulatory expectations.

Requirements

• High school diploma or GED.
• At least three years of banking or financial services experience.
• At least one year of call center experience.
• Experience with deposit account servicing and digital banking support.
• Advanced knowledge of deposit products and services.
• Demonstrated ability to serve as a subject matter expert and resource for team members.
• Strong understanding of digital banking products and electronic banking services.
• Strong understanding of business banking products, services, and cash management solutions.
• Ability to identify customer financial service needs and recommend appropriate solutions.
• Ability to lead projects, manage assignments, and contribute to organizational initiatives.
• Ability to train, coach, and mentor team members.
• Ability to independently research and resolve complex customer issues.
• Strong verbal and written communication skills.
• Excellent organizational and time-management skills.
• Process-improvement mindset and ability to identify efficiencies and recommend operational enhancements.
• Ability to manage multiple priorities and deadlines and work independently and collaboratively.
• Proficiency with banking software systems and Microsoft Office applications.
• Ability to sit or stand with freedom of movement, regularly alternating between both positions.
• Ability to frequently lift one to ten pounds and occasionally lift up to 50 pounds.
• Ability to operate computers and other office equipment extensively, requiring dexterity and coordination and frequent use of hands.
• Ability to perform the duties unaided or with reasonable accommodation, as determined by management.

Responsibilities

• Deliver customer service through telephone, email, chat, and other communication channels.
• Handle complex and escalated customer questions, service requests, and concerns; use sound judgment to identify solutions.
• Build customer relationships, support retention, and use a consultative approach to identify needs and recommend banking products, services, digital solutions, and payment options.
• Perform routine and advanced account servicing and maintenance, including ownership changes, beneficiary updates, and other non-routine requests.
• Research and resolve complex account issues, discrepancies, and transaction inquiries; coordinate with internal departments and maintain accurate records.
• Assist customers with online and mobile banking, bill payment, mobile deposit, debit card servicing, and other electronic banking services.
• Troubleshoot advanced digital banking and customer access issues, explain self-service tools, and support outreach to increase their use.
• Help customers and business members transition from traditional payment methods to digital payment solutions.
• Maintain knowledge of banking products and services and identify referral opportunities that support sales and customer relationship goals.
• Support deposit products and specialized services, including IRAs, HSAs, online account opening, and consumer and business deposit account maintenance.
• Conduct detailed research across accounts, transactions, products, services, systems, and departments; resolve complex or recurring issues and escalate when appropriate.
• Identify trends and recurring problems and recommend process improvements to enhance service quality and efficiency.
• Support customers and team members with complex loan servicing inquiries, including payment activity, payoff information, escrow activity, payment application, transaction history, and electronic loan payments.
• Coordinate advanced loan servicing requests and issue resolution with the Loan Department.
• Serve as a resource for team members on products, services, procedures, and customer service standards.
• Assist with onboarding, training, development, and informal coaching of employees.
• Lead or participate in special projects, system implementations, workflow enhancements, and departmental initiatives.
• Participate in testing, implementation, and rollout of products, services, systems, and procedures.
• Support digital transformation, payment modernization, and process improvement initiatives.
• Follow Bank policies, procedures, security requirements, and regulatory expectations; complete required training and protect confidential information.
• Meet established service, quality, productivity, and compliance standards.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED