Customer Care Specialist

United Bank•Whiteville, NC

33d•Onsite

About The Position

Our Customer Care Specialists are a key representative of United Bank. This role is responsible for providing exceptional service to our internal and external Customers via the telephone and email. This position is an excellent opportunity to learn all the Bank’s products, services and work with all lines of business in support of resolutions in servicing our Customers.

Requirements

High School diploma or equivalent required.
Minimum of one (1) year of call center or banking experience, preferably in a customer facing role, required
Minimum of 1 year of professional Customer Service experience required
Excellent verbal and written communication skills required
Proficient in Microsoft Office products, computer skills in a Windows based environment, and the ability to quickly learn new systems required
Ability to work in a structured fast-paced and ever-changing environment required
Ability to independently utilize resources and tools provided
Ability to maintain a professional demeanor and provide options in difficult situations required
Ability to successfully maintain required performance standards (i.e. quality, attendance, promptness) required
Ability to be flexible working a schedule during the hours of 8:00am-6:00pm Monday-Friday and 9:00am – 3:00pm Saturday (rotating) required
Active listening required
Attention to detail while multi-tasking required

Nice To Haves

Bachelor’s degree preferred
Verbal and written communications skills in Spanish or additional language a plus.
Desire to build a career and grow with United Bank

Responsibilities

Answer inbound Customer and Branch calls in a courteous and professional manner.
Utilize excellent listening skills to understand the Customer’s concern or situation.
Ensure privacy and security through proper Customer authentication.
Assess Customers’ needs by asking the right questions.
Provide exceptional Customer Service by demonstrating a professional and courteous demeanor.
Respond to account inquiries, account maintenance, loan questions, online banking troubleshooting, and basic banking information.
Troubleshoot and resolve first level Customer complaints in a timely manner.
Stay up to date on products/services/procedures by reviewing email notifications, attending meetings and via virtual training.
Build relationships with Customers, Branches, and internal Lines of Business.
Research and communicate effective solutions while adhering to departmental policies and procedures.
Take ownership of calls from beginning to end, and provide timely follow up.
Recommend products and services to Customers such as online banking, mobile app, Zelle, Telebanc, etc. to better serve their needs.
Perform other administrative support responsibilities as department needs arise.