Customer Care Specialist

First Community Bank•Bluefield, VA

14d

About The Position

At First Community Bank, we are committed to making our community, the places where we live and work, a better place each day. With a true focus on “community banking,” employees find that they can make an impact through company-sponsored programs such as paid volunteer time, matching gifts for charitable contributions, and team participation in charitable events. We offer comprehensive benefits including health, vision, and dental insurance, 401(k) plan with employer match, life insurance, and paid vacation days, holidays, and other time off options. With over 50 locations in four states, First Community Bank offers the personal service you would expect from a company that knows your community. We welcome all applicants and look forward to new colleagues joining our community! The Customer Care Specialist assists customers with telephone and Online Banking Secure message inquiries. They own the customer’s problems and know how to use resources to get the customer’s issues solved. The Customer Care Specialist answers all chats and emails. They assist customers with minor technical/computer issues as it relates to internet banking.

Requirements

High school diploma or equivalent and related training
Exceptional customer service skills
Excellent telephone/video etiquette
Excellent skills using Microsoft Excel
Strong interpersonal, verbal, and written communication skills
Basic knowledge of personal computers with data input capabilities
Ability and willingness to work non-traditional hours in a six-day week environment and work all shifts
Ability to properly explain bank products and services
Ability to maintain confidential information
Ability to multi-task
Ability to sit in front of a computer for extended periods of time
Ability to lift up to 20 pounds
Ability to travel, occasionally overnight

Responsibilities

Handle incoming customer calls.
Handle Incoming Online Banking Secure messages.
Work constructively with a team to ensure minimal abandoned rate.
Provide excellent customer service to clients by responding accurately, professionally, and courteously.
Ensure that all the Bank’s policies, procedures, and regulatory guidelines are strictly complied with in the process of performing duties.
Ensure full authentication with customer contact.
Ensure the customers’ confidential information is properly protected and only used for official purposes.
Improve customers’ banking experience by ensuring that the customers are attended to promptly and all their banking challenges are resolved without delay.
Assist customers with account inquiries and maintenance such as balance, transaction history, updating contact information and stop payments.
Assist customers with debit card inquiries and maintenance such as travel notes and fraud blocks.
Assist customers with mobile/online banking, digital offerings (such as Zelle, mobile deposit, and bill pay) and with basic technical/computer skills.
Assist customers with loan payments.
Assist customers with research requests.
Work reports as assigned.
Complete outbound calls, as assigned, and ensure customer call backs are completed.
Complete training, as assigned, within the expected timeframes.
All employees are expected to support First Community Bank’s mission, vision, and values by exhibiting commitment to the Company Standards of Conduct and executing to the fullest extent possible the duties detailed within this job description.