Customer Care Specialist

·         Provide exceptional service to customers that contact the bank by telephone, e-mail, and chat by providing personal assistance on their accounts, bank products, and services.

·         Promote the use of Digital Banking products by instructing customers on how to use the service and features that best meet their needs.

·         Ensure that customers have access to their account(s) by processing Online Banking registrations, Bill Pay registrations, and Secure form requests.

·         Assist customers that have difficulty accessing Digital Banking Services by analyzing the customers issue and providing a solution while also performing required security procedures to authenticate customer identity. You may need to provide a password reset for locked out customers, or troubleshoot why they are unable to log in successfully.

·         Provide support to customers and bank staff regarding electronic products and services; including but not limited to, online banking, mobile banking, Zelle, remote deposit capture, bill pay and e-statements.

·         Proficient in computers, smartphones, tablets and their operating systems, software and other technologies. Must be able to troubleshoot and assist customers utilizing this knowledge.

·         Ability to manage multiple tasks efficiently and prioritize responsibilities in a fast paced environment.

·         Availability to work flexible hours, including but not limited to: late nights, weekends, and a hybrid schedule as needed.

·         Must have the ability to maintain a professional rapport with other departments and branches to ensure our customers receive the support and assistance they require.

·         Ability to work independently and as a team with excellent time management and conflict resolution skills.

·         Sign into remote access systems at least once weekly to ensure connectivity and maintain familiarity with off-site tools and resources.

·         Facilitate effective collaboration with team members and stakeholders through regular on-site meetings and interactions.

·         Ensure accurate and timely access to source documentation by working on-site, where all necessary resources are readily available.

·         Handle time-sensitive tasks and projects efficiently by being present on-site, allowing immediate response and action.

·         Assist customers in securing their accounts by reviewing transactions and placing lockouts on Online Access, Banks Accounts, or Stopping a Debit MasterCard when necessary.

·         Help out when necessary by performing other related duties which may be required from time to time.

·         High School diploma 

·         Excellent verbal and written communication skills

·         At least two years’ experience on the core system

·         Good math skills

·         Proficient with use of MS-Office suite

·         General understanding of the electronic technologies including but not limited to ATMs and mobile devices.

·         Strong knowledge of bank’s products and services