Customer Care Specialist

Organization Overview:

Foresight Bank is the largest, locally owned community bank in Northern Illinois, with fifteen offices in the counties of Winnebago, Stephenson and Kankakee. Foresight Bank is owned by Foresight Financial Group, Inc., an Illinois corporation founded in 1986, a financial holding company established under the Federal Reserve.

Position Summary:

The Customer Care Specialist is responsible for providing exceptional customer service to every customer initially contacting the bank via telephone, virtual chat, email, and/or available electronic banking platforms. understanding the products, services, and processes of Foresight Bank with emphasis on electronic banking channels and services to support cross sale efforts and recognize referral opportunities to all departments of the bank.

Primary Responsibilities:

1. Provide customer support for electronic banking requests:

• Maintain a strong understanding of Foresight Bank’s Digital products and services. Stay abreast of changes and enhancements.
• Educate customers on electronic banking product functionality to self-service for additional service requests.
• Assist customers with electronic banking enrollment, unlocking accounts and password resets.
• Handle escalated and next tier calls related to electronic banking platforms including browser incompatibility, mobile device capabilities, and platform functionality.
• Assist customers with telephone banking questions or issues.
• Collaborate between and across teams and departments to continually enhance the customer electronic banking experience.
• Knowledgeable about Digital Account Opening process with ability to assist customers who apply for banking services online.
• Provide customer support virtually via the virtual chat platform with the ability to learn and operate within the virtual chat platform.

1. Serve as initial point of contact for general customer support:

• Assist with general bank inquiries regarding hours of operation and direct calls to internal staff as caller requests.
• Research and document customer inquiries into their accounts. Follow up with customers after research is complete and the problem is resolved or can be explained.
• Assist with fraud investigations and customer fraud follow-up including lost or stolen account information.
• Understand Foresight Bank’s core products and services to assist customers with questions on service charge fees assessed to their account and functionality of products.
• Assist customers with requests for general file maintenance (address, email, phone contact) to maintain accurate information on our core system.
• Handle requests for new/revoked stop payments and ordering checks.
• Have advanced working knowledge of the phone system and other electronic communication platforms to transfer calls or communicate with other areas of the bank to efficiently support the customer.
• Complete Wire Transfer Forms for customers requesting domestic and international wires, including conducting the customer call back verification, when applicable.

1. Provide customer support for debit cards & ACH:

• Debit card support includes new or replacement cards, lost or stolen cards, debit card limit increases, returned cards, disputed transactions, travel notices, and special card delivery requests.
• Support for unauthorized electronic transactions to/from a customer account and proper completion of applicable dispute forms.
• Assist customers with proper documentation to establish, revoke, modify an automatic recurring payment.
• Possess knowledge about mobile wallets to assist customers with activation and provide troubleshooting support.

1. Undertake special projects and/or assignments as needed.
2. Maintain compliance with and adhere to all state and federal regulations and bank policies and procedures, including, but not limited to Bank Secrecy Act, FACT ACT, Community Reinvestment Act, and EEO/AA/Fair Employment Practices.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Communicator: Effective written and oral communication skills, speaking clearly, effectively listening and asking questions, and ability to communicate thoughts in writing.

Customer Service: Customer focused, completing work efficiently, focused on the impression of customers and employees. Responds promptly to customer needs and requests.

Focus: Maintains attention and concentration on job duties. The ability to minimize distractions and fully apply oneself to the timely accomplishment of assigned tasks.

Problem Solving: Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Technical: Working knowledge of core processing systems (Jack Henry CIF 20/20), loan & deposit platforms (LaserPro & OnBoard Deposits disclosures), and Microsoft 365.

Position Performance Standards:

Meet target Service Level goals

Meet target First Call Resolution (FCR) level goals

Meet Call Abandonment Rate goals

Performance Weightings:

40% Competencies

60% Position Performance Standards and Personal Goals

Qualifications:

High School diploma or an equivalent required. 2+ years’ work experience financial institution, sales or customer service background a plus. Basic PC/Windows proficiency required.

Physical Demands and Work Environment:

This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, copy machines, filing cabinets and fax machines. The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position requires manual dexterity. While performing the duties of this Job, the Team Member is regularly required to sit or stand for extended periods of time.