Customer Care Center Specialist

Description

Overview:

The Customer Care Center Representative serves as a primary point of contact for customers seeking assistance through telephone, email, and other communication channels. This position is responsible for delivering an exceptional customer experience by addressing customer inquiries, servicing accounts, resolving issues, supporting digital banking services, and connecting customers with the appropriate banking specialists when needed. The Customer Care Center Representative is expected to consistently demonstrate the Bank's Service Standards while helping to strengthen and deepen customer relationships.

Primary Accountabilities / Responsibilities:

1. Deliver exceptional customer service by consistently demonstrating the Bank's Service Standards in every customer interaction.
2. Respond to customer inquiries received through telephone, email, and other communication channels, providing timely, accurate, and professional assistance.
3. Assist customers with account servicing requests, transaction inquiries, product questions, and digital banking services in accordance with Bank policies and procedures.
4. Research and resolve customer concerns and service issues, coordinating with internal departments as needed to ensure a positive customer experience.
5. Support customers with digital banking products and services, including online banking, mobile banking, debit cards, electronic payments, and related technologies.
6. Maintain a thorough understanding of the Bank's products and services and identify opportunities to deepen customer relationships through referrals to Consumer Lending, Residential Lending, Commercial Lending, Treasury Management, Wealth Management, and other Bank specialists.
7. Contribute to the success of the Customer Care Center through a commitment to service excellence, teamwork, and continuous learning.
8. Participate in training, department initiatives, community activities, and professional development opportunities.
9. NMLS Certification required.
10. Perform other duties and special projects as assigned.

Requirements

Work Environment/Physical Demands/Condition Requirements:

Busy office environment, with moderate noise: computers, printers, phones, and light traffic.

Must be able to focus and not be easily distracted. Must be able to sit for at least 70% of the

workday. Some movement is required to retrieve files, etc. Must be able to see computer

screen and read documents.

Equipment Used:

General office equipment: Switchboard, Computer, Telephone, Mobile devices, Scanner, Copier

Information Security

Responsible for actively protecting the confidentiality of customer information and computer systems used in the bank by:

• Remaining alert to and reporting malicious or suspected malicious email.
• Participating in training opportunities to ensure continued protection of customer data.
• Provide feedback where possible to help improve the Bank’s security culture.

Responsible for maintaining confidentiality of all sensitive information.

Compliance:

Satisfactorily completes all required compliance training and complies with all regulations which apply within the scope of the position.

Benefit Offerings:

401k plan, health insurance package, H.S.A. contribution, bank paid life insurance, wellness reimbursement, tuition reimbursement, PTO, Volunteer PTO, employee recognition program and career path coaching.

Annual Salary Range: $43,472.00 - $54,350.00

The base salary range displayed represents the expected budget for this position at the time of posting. Actual compensation packages are finalized at the offer stage and are determined by a variety of factors. The starting salary will be based on the following, but not limited to, the candidate’s specific work experience, job-related knowledge, education, specialized skills, certifications, and internal pay equity across our current team.