Customer Contact Specialist

COMMUNITY STATE BANK OF ORBISONIA•Chambersburg, PA

About The Position

The Customer Contact Specialist provides exceptional customer service and support to Community State Bank customers through phone, email, and digital channels. The role handles inquiries and transactions involving accounts, digital banking, loan servicing, and fraud prevention; explains bank products and services; troubleshoots mobile, online banking, debit card, and ATM issues; and resolves inquiries efficiently while protecting sensitive customer information. The specialist uses multiple systems and applications, maintains knowledge of contact center software and regulatory requirements, and supports cross-selling by referring customers to appropriate services. The position also requires adherence to bank policies, compliance procedures, assigned schedules, and performance standards, and encourages participation in bank-sponsored community events and volunteer initiatives.

Requirements

High school diploma or equivalent.
Proficient reading, writing, grammar, and mathematics skills.
Excellent interpersonal relations and communication skills.
Strong knowledge of customer service principles, practices, and technologies.
Analytical mindset with the ability to interpret data and make strategic decisions.
Proficiency using contact center software and tools.
Problem-solving and conflict-resolution skills.
Multitasking and time-management skills.
Customer-focused mindset and ability to handle sensitive financial information with discretion and integrity.

Nice To Haves

Associate or bachelor's degree in finance, business, or a related field.
At least one year of related experience in a banking or financial services contact center.

Responsibilities

Handle inbound and outbound customer interactions related to account inquiries, transactions, digital banking, loan servicing, and fraud prevention.
Provide accurate information about deposit accounts, debit and credit cards, loans, and online banking services.
Troubleshoot customer issues with mobile apps, online banking, debit cards, and ATM access.
Identify, document, and escalate suspicious activity or potential fraud in accordance with bank policies and regulatory requirements.
Meet or exceed performance metrics for service level, average handle time, first-contact resolution, quality, customer satisfaction, and compliance.
Maintain current knowledge of applicable banking regulations, guidelines, internal policies, and procedures.
Identify customer needs and refer customers to appropriate banking services to support cross-selling initiatives.
Deliver a consistently professional, courteous, and empathetic customer experience.
Use multiple systems and applications simultaneously to research and resolve customer inquiries.
Learn and maintain working knowledge of contact center software and associated applications, including system upgrades, workflow changes, and newly released features.
Adhere to assigned schedules, including start times and breaks, and work overtime as required to support business needs.
Follow laws and organizational policies intended to maintain a workplace free of harassment and illegal discrimination.
Support internal policies and procedures for risk management, safety and soundness, and regulatory compliance.
Coordinate work with department personnel and other departments to ensure an efficient flow of information.
Respond to customer and employee inquiries within established time frames and policies.
Participate in bank-sponsored community events and volunteer initiatives as encouraged.