Care Center Specialist

Purpose

The Care Center Specialist is required to be knowledgeable and skilled in performing a full range of customer service telephone support activities while professionally greeting the customer and promptly responding to their inquiries. This position is responsible for resolving issues within given authority and ensuring customer satisfaction. In addition, this position will perform various operational duties as assigned.

Primary Duties

The primary duties and responsibilities will include, but not limited, to the following:

• Adheres to the Bank’s Mission, Vision, Core Values and Core Purpose while providing customers with timely, responsive, and exceptional service in accordance with the Bank’s customer service standards.
• Handles all calls promptly and professionally ensuring customer satisfaction and striving to exceed customers’ expectations.
• Possesses working knowledge of our core system and products/services with the ability to recognize, research, and resolve account issues in a timely manner.
• Determines appropriate response or direction for the caller to ensure customer satisfaction.
• Recognizes and alerts caller trends to the supervisor.
• Follows up with customers, as necessary.
• Processes account balance and transfer requests, stop payment orders, and/or other such customer requests or authorizations from callers.
• Possesses working knowledge of our digital banking platform to support customers with online/mobile banking and bill pay inquires, as well as assist with subject reports.
• Processes return mail including contacting customers to verify changes in address.
• Conducts a variety of routine operational tasks as assigned, including but not limited to CenterDoc verification for new accounts and loans, file maintenance, verification of new deposit account documentation, special projects, etc.
• Takes initiative to cross-train and learn new tasks within Care Center, Digital Banking, and Deposit Operations.
• Performs other duties as assigned and directed by management.

Working Conditions

Duties are performed in an office environment in a professional business setting. Position may require travel to community events/meetings, internal meetings/trainings and to banking centers.

Benefits Offered

Health, Dental, Vision, Life Insurance, Vacation, Sick Time, 401K Match, Tuition Reimbursement, Short-Term and Long-Term Disability, Paid Holidays, EAP.

Qualifications

The applicant must possess strong verbal communication and problem-solving skills, as well as be attentive to the needs of the customer. Additionally, the applicant must display professionalism, provide prompt, efficient and courteous service to callers, and be knowledgeable of bank products/services. Must possess certain qualities including adaptability, active listening, and time management skills to maximize productivity and commitment. Must be proficient in NuPoint, Microsoft Word and Excel. Positive attitude and the ability to multitask are required. High school diploma with a minimum of two years banking experience and/or call center experience preferred.

Physical and/or Mental Requirements

May be required to sit for extended periods of time while performing job duties. May be required to lift and carry up to 20 pounds in the form of paperwork, files, or other items. Must be able to concentrate for extended periods of time, paying attention to detail.

EEO/AA/Disability/Vet