Customer Experience Specialist I (Call Center)

RCB Bank•Vinita, OK

3d•Onsite

About The Position

The Customer Experience Specialist I provides telephone-based customer service for routine inquiries and concerns from customers and branches regarding banking products and financial services. The position also assists with technical questions about bank-related business products and helps customers and branches resolve concerns while complying with bank, regulatory, and legal requirements. The role is performed in an office environment within a climate-controlled facility. It involves frequent use of a telephone, computer, and other office equipment, and the employee is typically seated at a personal desk for most of the day. The specialist works with general supervision, both independently and as part of a team, and must maintain a pleasant, cooperative attitude during periods of high call volume. Regular, reliable attendance and the ability to work varying hours are required.

Requirements

At least one year of customer service experience.
High school diploma or GED.
Strong telephone, reading comprehension, and verbal and written communication skills.
Strong customer service skills and the ability to communicate professionally and with care.
Strong analytical and problem-solving skills, with the ability to make decisions independently.
Ability to thrive in a fast-paced environment and multitask while handling phone calls, chat sessions, emails, and other work.
Solid typing skills.
Ability to maintain a pleasant and cooperative attitude during high call volume.
Ability to work harmoniously with coworkers and internal customers with diverse personalities.
Regular and reliable attendance and ability to work varying hours.

Nice To Haves

A drive to find positive solutions to customer and department situations.
Strong client focus, problem-solving skills, and decision-making skills.
Knowledge of various banking and cash management products and systems.
Care about the community and a desire to be involved.

Responsibilities

Provide telephone customer service for routine inquiries and concerns from customers and branches regarding banking products and financial services.
Assist customers and branches with technical assistance for bank-related business products, including Online Banking, IVR, and ITM.
Electronically retrieve customer account and transaction information to respond to inquiries while following bank, regulatory, and legal compliance requirements.
Assist customers and branches with concerns and difficult problems, work toward resolution, and refer matters to a supervisor or manager as needed.
Maintain professionalism and customer service in interactions by phone, email, online, and other channels, adhering to RCB Bank standards of service.
Work effectively independently and as a team member, including during periods of high call volume.