Customer Care Specialist

Customer Care Specialist Location: Midland, TX/ Downtown JOB OVERVIEW: The Customer Care Specialist is responsible for providing a superior customer experience while delivering results that align with the Bank's business objectives as impacted by servicing incoming and outgoing telephone calls with existing and prospective customers. Job knowledge and competency is built through structured step-by-step training and positive, supportive coaching from management and peers. As an effective communicator, the Customer Care Specialist is expected to speak with a persuasive, teaching style, while being aware of and responsive to customers' needs and concerns. Further, the Customer Care Specialist must be friendly and genuinely interested in the business, agenda, and needs of others, including the company, its management, peers and the Bank's customers. ESSENTIAL FUNCTIONS: Ensure compliance with all internal controls and established policies and procedures. Answers incoming telephone calls promptly and interviews existing and prospective customers to determine financial needs. Performs outbound and follow-up calls to customers as directed and ensures referral and service goals are met. Develops and expands client relationships. Responds to customer requests for assistance by resolving issues and/or servicing customers in the financial areas of: stop payments, address changes, statements, check and deposit postings, card services, Reg. E disputes, transfers, account balances, loan payoffs, text banking, products information, check orders, wires, e-banking, new accounts, branch locations and hours. Researches account issues, researches complex issues, and offers effective and efficient resolutions to customer's questions and/or complaints. Ensures all business transactions are processed in compliance with operational, technical and regulatory requirements. Handles complaints and objections tactfully. Participates in all department meetings, training, and coaching sessions. Obtains and maintains an effective level of product and program knowledge. Develops strong communication link to branches/staff and actively participates in scriptwriting to ensure the effective delivery of customer information and messages. Works with the other support areas of the Bank to resolve any customer related issues. Meets referral and service goals. Performs other duties in regards to customer support as assigned by the supervisor. EDUCATION & EXPERIENCE: High school education or equivalent required and banking experience strongly preferred. Minimum of two years customer service experience. One to three years call center experience strongly preferred. Bilingual in English and Spanish with fluency in speaking, reading, and writing is a plus. KNOWLEDGE, SKILLS, & ABILITIES: Effective oral and written communications skills such as: asking appropriate questions; speaking with clarity, positive tone, and good choice of words; expressing thoughts in a logical, sequential, and customer focused manner; and using correct grammar, sentence structure, spelling and vocabulary. Need to speak with great specificity and knowledgeable detail about areas of responsibility in a factual, polite, and professional nature. Ability and desire to listen to customers and be sensitive to their needs patiently while maintaining composure under trying circumstances. Aptitude for subtly steering conversations to diffuse customer anger and resolve issues and concerns. Capacity to recognize when to express empathy to a customer, show respect through courtesy, and to give the customer positive perceptions with tone of voice. Ability to read, analyze and interpret professional, financial and legal documents. Ability to define and solve problems, collect data, establish facts, and draw valid conclusions. The ability to prioritize and make on-the-spot decisions regarding customer transactions while weighing customer satisfaction issues with Bank exposure to loss or fraud. Strong computer skills to include a thorough understanding of bank technology systems and requirements. Ability to cross-sell bank products and services. Strong organizational and planning skills with the ability to balance several ongoing projects simultaneously. Ability to meet deadlines and work in a fast-paced environment. CERTIFICATIONS & LICENSES: No certifications or licenses are required to perform this job role. PHYSICAL & MENTAL DEMANDS: Work is performed in a general professional banking/office environment. Position requires sitting at; and effectively operating a computer for extended periods of time. Regularly required to express or exchange ideas by means of the spoken or written word. Sustained concentration and focus when operating the personal computer and bank systems. Attention to detail and mental concentration are necessary for accurately performing tasks, working in a stressful and fast-paced environment, and handling frequent interruptions. Regularly required to use hands to finger, handle or feel and reach with hands and arms, walking, standing, hearing, talking, reading, writing and carrying up to 10 lbs. The noise level when performing this job is typically low to moderate.