Customer Care Specialist

United Bank•Parkersburg, WV

About The Position

The Customer Care Specialist represents United Bank and provides exceptional service to internal and external customers by telephone and email. The role offers the opportunity to learn the Bank’s products and services and work with its lines of business to resolve customer service needs. Specialists respond to account inquiries, account maintenance requests, loan questions, online banking troubleshooting, and basic banking questions; address first-level complaints; and recommend products and services that may better meet customers’ needs. They take ownership of interactions from beginning to end, provide timely follow-up, and adhere to departmental policies and procedures. The position also involves staying current on products, services, and procedures through email notifications, meetings, and virtual training; building relationships with customers, branches, and internal business lines; and completing other administrative support duties as needed. The schedule must be flexible within the stated weekday hours of 8:00 a.m.–6:00 p.m. and Saturday hours of 9:00 a.m.–3:00 p.m., with rotating Saturdays. The role requires extended periods of sitting and speaking, use of a computer keyboard, mouse, other computer components, and telephone equipment, and the ability to exchange information with staff and customers and observe, perceive, identify, and translate data.

Requirements

High school diploma or equivalent required.
At least one year of call center or banking experience required; customer-facing experience preferred.
At least one year of professional customer service experience required.
Excellent verbal and written communication skills required.
Proficiency in Microsoft Office products and computer skills in a Windows-based environment, with the ability to learn new systems quickly.
Ability to work in a structured, fast-paced, changing environment and independently use available resources and tools.
Ability to maintain a professional demeanor and provide options in difficult situations.
Ability to meet required performance standards, including quality, attendance, and promptness.
Flexibility to work within 8:00 a.m.–6:00 p.m. Monday through Friday and 9:00 a.m.–3:00 p.m. Saturday on a rotating basis.
Active listening and attention to detail while multitasking.
Dependability, punctuality, customer-service focus, teamwork, computer skills, time management, interpersonal and communication skills, and critical thinking and resolution focus.
Ability to sit and speak for extended periods and use a computer keyboard, mouse, other computer components, and telephone equipment.
Ability to converse and exchange information with staff and customers at all levels and to observe, perceive, identify, and translate data.
Interest in building a career and growing with United Bank.

Nice To Haves

Bachelor’s degree preferred.
Verbal and written communication skills in Spanish or another additional language are a plus.
Call center or banking experience in a customer-facing role is preferred.

Responsibilities

Answer inbound customer and branch calls courteously and professionally.
Listen carefully to understand customers’ concerns and situations, authenticate customers to protect privacy and security, and ask appropriate questions to assess their needs.
Provide professional and courteous customer service, including responding to account inquiries, account maintenance requests, loan questions, online banking troubleshooting, and basic banking questions.
Troubleshoot and resolve first-level customer complaints in a timely manner.
Stay current on products, services, and procedures by reviewing email notifications, attending meetings, and completing virtual training.
Build relationships with customers, branches, and internal lines of business.
Research and communicate effective solutions while following departmental policies and procedures.
Take ownership of calls from beginning to end and provide timely follow-up.
Recommend relevant products and services, such as online banking, the mobile app, Zelle, and Telebanc.
Perform other administrative support responsibilities as department needs arise.