Customer Support Specialist

C&F Bank•Toano, VA

2d•Onsite

About The Position

C&F Bank is a growing financial services company focused on creating remarkable experiences for our employees, customers, and communities. We are proud to have enriched the lives of customers and communities in Virginia for 95 years. It is our employees who play an integral role in shaping who we are as a company and upholding what matters most to us: people and relationships. We offer our teammates a highly competitive benefits package and the personal service, you would expect from a company that knows your community. Our employees enjoy paid time off, multiple retirement savings options, full health care options, in-house health services, volunteer opportunities, career development opportunities, student loan debt and tuition assistance. We are proud to offer those, and so much more, making C&F Bank a desirable place to work and build a career. We are currently looking to add a valued member to our Customer Support team within our operations space. As a Customer Support Specialist, you will e nsure customer satisfaction by providing prompt and accurate solutions to problems and inquiries received by telephone, chat, in writing, and e-mail. To be successful, the incumbent must be able to multi-task, prioritize, research, uncover consumer needs and resolve customer complaints effectively and efficiently by utilizing reporting, system technology, and product knowledge.

Requirements

Must be able to d emonstrate proficiency in the use of standard PC software packages such as Microsoft Office Suit.
Basic knowledge of technology (i.e., mobile device, browsers, iOS systems) are required.
Experience with Cisco phone system
Exceptional telephone etiquette and clear and concise writing skills are required; skilled in identifying sales and cross sale opportunities.
Possess effective organizational and time management skills, strong attention to detail and basic math concepts are required.
Excellent communication, problem resolution, and are required
Ability to communicate effectively with people at all levels is required; effectively communicate information clearly through all media channels.
Demonstrates flexibility and commitment in a team environment.
High school diploma or equivalent is required.

Nice To Haves

Associates degree in Accounting or Business Administration preferred.
A combination of education and experience will be considered.

Responsibilities

Phone- Based Customer Support (65%) Handle all customer phone calls, customer branch rollover calls and internal retail support line calls in no more than three rings
Resolves all customer concerns in a timely manner with follow-up, if necessary
Assess customer needs and suggest additional Bank products and services to meet those needs and deepen/enhance customer relationships
Navigates C&F Central and additional programs, including Fiserv EFT, CheckFree, Director, LinkLive, Access Manager and BPM in response to customer service requests
Provide support to Retail branches to include network systems, policies, and procedures, and assist with customer issues
Maintain confidentiality of customer account information
Email and Chat Customer Support (20%) Ability to articulate communication through written correspondence
Knowledge of formal business writing standards
Competence to be concise, professional, and mindful of your tone
Skill to detect a fraudulent situation via written communication and the understanding of how to proceed and/or escalate
Products and Services (5%) Develop and maintain a working knowledge of all products and services offered by the Bank
Maintain an understanding of, and complies with, applicable banking regulations as well as internal policies and procedures.
Protects customer information with high sense of accuracy and urgency
Ensures full knowledge of all digital banking services through personal utilization of these services to effectively communicate all features and benefits to both the customer and prospects while also maintaining the ability to answer questions regarding functionality
Participates in on-going training in Bank’s products, services, and system technology relating to customer support
Contributes to weekly huddles with knowledge learned throughout the previous week
Administrative (5%) Maintains accurate records of all inbound and outbound telephone calls, chat communications, cross sale referrals, and/or other statistical information required by management
Performs entries to customer accounts and general ledger accounts within defined authority; submits to department manager for approval
Special Projects/Other Duties (5%) Accurate and efficient management of assigned daily responsibilities
Ensures full functionality in performing all allotted back-up duties
Assists with special projects and other duties as assigned
Assist other internal departments when required