Customer Care Specialist I

Description CUSTOMER CARE SPECIALIST I Location: Marshall Reports to: Customer Care Supervisor JOB SUMMARY The position of Customer Care Specialist is a full-time job with high customer exposure via digital channels not limited to telephone calls and online chats while ensuring the customer feels supported and valued.

ESSENTIAL FUNCTIONS

Handling a high volume of in-bound customer service calls and online chats in a positive and professional manner Recommend products and services to meet customer needs Submitting address, phone number, and email changes Processing telephone transfers and loan payments Check ordering Assist customers with digital banking needs by troubleshooting solutions based on customer situation Assist customers with potential fraud situations; help protect and prevent fraud from occurring through proper verification Provide bank documents based on customer requests Utilize software, databases, and supporting tools in researching customer inquiries to provide answers and solutions Other customer service duties such as account reconciliation, bill pay support, EFT card support, quote rates, safety deposit box payments, etc.

Handling customer service complaints or situations and diffusing angry customers through effective problem solving Maintain up to date job knowledge Follow policies and procedures; complete administrative tasks correctly and on time; support the Bank’s goals and values By virtue of workflow may be required to perform other duties as assigned KNOWLEDGE, SKILLS AND ABILITIES Positive, upbeat, friendly attitude Good written and oral communication skills Ability to recognize and respond to internal and external customer needs Ability to explain bank products and services to sell and cross-sell products and respond to customer inquiries Detail oriented and accurate Strong time management, phone etiquette, and follow-up skills Problem solve and manage tasks independently Complaint handling ability Ability to work cooperatively with other employees; be a team player in a fast-paced environment