CCC Specialist - Martinsville

Carter Bank • Martinsville, VA

6d

About The Position

The Customer Contact Center Specialist serves as a liaison between the company and current and potential customers. The role focuses on resolving customer issues, complaints, and inquiries while keeping customer satisfaction central to decisions and behavior. The specialist handles inbound and outbound calls, researches customer needs, provides solutions or alternatives, and maintains clear records of conversations. The role also includes learning bank products and compliance updates, identifying opportunities to upsell, and escalating issues to a Supervisor when needed. The position may involve limited travel and occasional supplemental hours.

Requirements

• High school diploma or equivalent required.
• Strong phone and verbal communication skills, including active listening.
• Customer focus and adaptability to different personality types.
• Ability to multitask, set priorities, and manage time effectively.

Nice To Haves

• Prior experience in a customer support role preferred.
• Prior banking experience and knowledge preferred.

Responsibilities

• Manage large volumes of inbound calls in a timely manner.
• Make outbound calls as needed to gather additional information or follow up with customers.
• Follow communication scripts for different topics and adhere to internal procedures, staying current as procedures change.
• Identify customers’ needs, clarify information, research issues, and provide solutions or alternatives.
• Identify opportunities to upsell products.
• Build sustainable customer relationships and engage customers by going the extra mile.
• Record all conversations in the call center database in a comprehensible way.
• Attend educational seminars to improve knowledge and performance.
• Meet personal and team qualitative and quantitative targets.
• Learn details about bank products and stay current on product requirements and compliance issues.
• Escalate issues, such as situations where assistance cannot be provided or a customer is irate, to a Supervisor as needed.
• Assist customers with basic inquiries and requests for loan or deposit information, as applicable.

Benefits

• Eligible associates may participate in Carter Bank's benefits package, including medical, dental, vision, life insurance, disability coverage, other voluntary benefits, a 401(k), paid time off, and paid holidays.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED