Customer Care Specialist
About The Position
This role involves providing exceptional customer service via telephone, email, and chat, assisting customers with their accounts, bank products, and services. A key responsibility is promoting and instructing customers on the use of Digital Banking products and features. The specialist will also process registrations for Online Banking and Bill Pay, and handle Secure form requests. Troubleshooting access issues for Digital Banking Services, including password resets and login problems, is crucial. Support will be provided to both customers and bank staff regarding various electronic products and services such as online banking, mobile banking, Zelle, remote deposit capture, bill pay, and e-statements. The role requires proficiency with computers, smartphones, tablets, and their operating systems, software, and other technologies to assist customers. The ability to manage multiple tasks efficiently in a fast-paced environment, work flexible hours including late nights and weekends, and maintain professional rapport with other departments and branches is essential. The specialist will work independently and as part of a team, demonstrating excellent time management and conflict resolution skills. Regular on-site presence is required for meetings, accessing resources, and handling time-sensitive tasks. Additionally, the role involves securing customer accounts by reviewing transactions and placing necessary lockouts or stops on services.
Requirements
- High School diploma
- Excellent verbal and written communication skills
- At least two years’ experience on the core system
- Good math skills
- Proficient with use of MS-Office suite
- General understanding of the electronic technologies including but not limited to ATMs and mobile devices.
- Strong knowledge of bank’s products and services
Responsibilities
- Provide exceptional service to customers via telephone, e-mail, and chat, offering personal assistance on their accounts, bank products, and services.
- Promote the use of Digital Banking products by instructing customers on how to use the service and features that best meet their needs.
- Ensure customers have access to their account(s) by processing Online Banking registrations, Bill Pay registrations, and Secure form requests.
- Assist customers experiencing difficulties accessing Digital Banking Services by analyzing issues, providing solutions, and performing required security procedures.
- Provide support to customers and bank staff regarding electronic products and services, including online banking, mobile banking, Zelle, remote deposit capture, bill pay, and e-statements.
- Troubleshoot and assist customers utilizing knowledge of computers, smartphones, tablets, and their operating systems, software, and other technologies.
- Manage multiple tasks efficiently and prioritize responsibilities in a fast-paced environment.
- Maintain a professional rapport with other departments and branches to ensure customers receive necessary support and assistance.
- Work independently and as a team with excellent time management and conflict resolution skills.
- Sign into remote access systems at least once weekly to ensure connectivity and maintain familiarity with off-site tools and resources.
- Facilitate effective collaboration with team members and stakeholders through regular on-site meetings and interactions.
- Ensure accurate and timely access to source documentation by working on-site.
- Handle time-sensitive tasks and projects efficiently by being present on-site.
- Assist customers in securing their accounts by reviewing transactions and placing lockouts on Online Access, Banks Accounts, or Stopping a Debit MasterCard when necessary.
- Perform other related duties as required.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
