Customer Care Specialist
About The Position
The Customer Care Specialist provides quality service and sells appropriate products via telephone to bank customers in an efficient and professional manner. This role involves researching and resolving customer requests and answering customer inquiries regarding account maintenance, balance transfers, stop payments, and statement requests. Southern Bank team members are expected to foster a family-like environment, rooted in the communities they serve, working together to be industry leaders through innovative ideas and strong products. Confidentiality of customer non-public personal information and securing information systems to comply with bank regulations are paramount.
Requirements
- Ability to use/learn current technology and software applications related to position
- Must have solid customer service and problem resolution skills
- Requires good follow through
- Excellent interpersonal, verbal and written skills required
- Strong organizational skills
- High school diploma or equivalent
- Participate in a high school work-study program that allows for part time hours to be worked
Nice To Haves
- Up to one year related experience in retail customer service, banking or call center is beneficial
Responsibilities
- Receives and fields incoming customer service calls via telephone.
- Promotes strong and lasting customer relationships through the Call Center environment in an efficient and highly professional manner.
- Achieves a high level of success by understanding customer needs and identifying opportunities to grow the bank.
- Provides exceptional customer service by meeting all customer demands as they relate to relatively straightforward inquires, with the support of more experienced personnel; displays positive, professional tone, exhibits empathy when required, delivers key attributes and provides a WOW! experience for the customer.
- Arrives on time, logs in and is ready to receive/make customer calls as scheduled throughout the shift.
- Identifies and refers customers as well as potential customers to the appropriate personnel as needed.
- Maintains security over customer information.
- Responsible for thorough knowledge of all bank products offered.
- Responsible for knowledge and expertise in utilizing technology and numerous software packages used by the bank.
- Performs quality control functions, various reporting and tracking of performance.
- Completes and performs any other duties assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
