Customer Care Specialist

Description

The Customer Care Center Representative serves as the first point of contact for customers seeking support with personal and business banking needs. This role is responsible for responding to incoming customer inquiries, delivering accurate information, providing problem-resolution, and ensuring a positive, efficient customer experience. Must be customer-focused, tech-savvy, and committed to upholding the bank’s service standards.

Requirements

Duties/Responsibilities:

• Respond promptly and professionally to incoming customer inquiries related to personal and business bank accounts via phone, chat or email.
• Provide accurate information regarding account balances, transactions, products, services, and general banking procedures.
• Assist customers with online and mobile banking support, including troubleshooting access or navigation issues.
• Assist customers with transaction disputes related to their account, including debit cards, ACH and Check transactions.
• Verify customer identity in accordance with security and compliance protocols.
• Research and resolve customer issues or concerns, escalating when necessary to ensure timely resolution.
• Educate customers about bank products, services, and available self-service tools to enhance their banking experience.
• Document customer interactions clearly and efficiently within the bank’s systems.
• Maintain a high level of confidentiality and adhere to all regulatory, compliance, and internal policy requirements.
• Contribute to team performance goals, including service quality, accuracy, and responsiveness.
• Cross train on all Deposit Operations functions to assist as needed.

Required Skills/Abilities:

• High school diploma or equivalent required; some college or related coursework preferred.
• Previous experience in customer service, financial services, or a customer support environment strongly preferred.
• Strong communication skills, both verbal and written, with the ability to convey information clearly and confidently.
• Excellent problem-solving abilities and a customer-first mindset.
• Comfortable working with computers, digital platforms, and banking systems.
• Ability to manage multiple tasks in a fast-paced, service-driven environment.
• High attention to detail with strong organizational skills.
• Demonstrated reliability, professionalism, and empathy when assisting customers.

Physical Requirements:

· Prolonged periods sitting at a desk and working on a computer.

· Must be able to lift up to 15 pounds at times.