Client Care Specialist II

Customer Service Representative

Perform customer account maintenance, process payments, explain late fees and ascertain loan principle and interest. Solve diverse customer concerns and issues by making independent, complex decisions that can impact retention of customer relationships. Service existing customer accounts, take consumer loan applications for prospective new and existing customers over the phone and via web applications, develop verbal presentations and provide information concerning their loan needs, earnings and financial condition. Implement marketing, sales and servicing of Bank products and services to potential new and existing customers with the purpose of building, increasing and maintaining customer relationships and satisfaction. Promote and support marketing campaigns by communicating through inbound and outbound calls, live chat sessions, website and mobile banking applications. Support Bank products and services including, but not limited to, checking and savings accounts, Certificates of Deposit (CDs), Individual Retirement Accounts (IRAs), Health Savings Accounts (HSAs), Automated Teller Machine (ATM), debit and credit cards, loans, lines of credit and mortgages while maintaining high levels of account security.

High school diploma or equivalent plus three (3) years of experience in customer service, Customer Service Center phone applications, online banking software and mobile banking applications banking. Bachelor's degree in related field may substitute for experience. Solid banking background; thorough knowledge of core banking systems, products, services, practices and regulations; impressive reading, verbal and written communication, interpersonal relations, problem solving, multi-tasking and computer skills; working knowledge of Microsoft Office; confident working with internet browsers such as Internet Explorer, Chrome, Firefox and Safari; influence others to change their minds or behavior; be aware of people's reactions and understand why they react as they do; effectively deal with ambiguity, decision making and customer annoyance; efficiently work in a fast-paced, goal-oriented and competitive environment.