Customer Care Specialist

Citizens Bank•Mooresville, IN

7d•Onsite

About The Position

Under general supervision, and in line with established policies and procedures, provides a variety of service functions, including processing checking and savings accounts, loan payments, cashing checks and cross selling via video support. Responsible for balancing each day's transactions. Accountable for complying with all Bank Secrecy and Anti Money Laundering regulations, bank policies and procedures. A Customer Care Specialist provides excellent customer service by resolving customer inquiries or needs. A Customer Care Specialist must understand the benefits and features of products and services in order to assist our customers in buying decisions and problem resolution.

Requirements

Ability to communicate, speak clearly, and demonstrate a high level of interpersonal skills.
Ability to read, write, and speak English.
Ability to perform simple arithmetic calculations.
Strong computer skills with both desktop and handheld platforms.
Demonstrative effectiveness at using apps from financial institutions.
Must have a flexible schedule.
High school diploma or equivalent.
Successful completion of pre-employment test, drug screen, background check, and credit check.
Three years of previous customer service experience.
Flexible schedule Monday-Friday and Saturday morning availability.

Nice To Haves

Fluency in multiple languages is a plus.
Banking experience preferred.

Responsibilities

Processes checking and savings accounts, loan payments, and cashes checks.
Cross-sells bank services and explains various types of accounts and certificates.
Balances each day's transactions.
Ensures compliance with Bank Secrecy and Anti Money Laundering regulations, bank policies, and procedures.
Represents the bank to the customer in a courteous, professional manner, providing prompt, efficient, and accurate service.
Processes check and other negotiable instruments, identifying fraudulent activity and other risks.
Determines negotiability and makes funds available per regulations.
Performs various operational tasks including verifying account balances, processing account transfers, stop payments, change of address requests, providing online and mobile banking support, handling ACH and debit card disputes, lost or stolen account information, providing support for ATM/Visa debit cards, accepting loan payments, and processing digital transactions.
Assists customers remotely through telephone, ITM, online banking, e-mail, and chat system.
Receives payments for loan accounts, ensuring accuracy and collection of late charges.
Operates in a team environment, assisting in tasks to secure company assets or provide excellent customer service.
Answers the phone via a multi-line phone system, actively listens, communicates, troubleshoots, and quickly resolves customer issues.
Performs any necessary follow-up with the customer in a timely manner.