Customer Care Center Specialist

3 weeks ago

Canton, United States Community Bank Full time

A Customer Care Specialist is responsible to answer incoming bank calls and forward or assist callers accordingly while adhering to customer service standards and department policy. This position will also provide technical support and assistance to customers and branches for all Customer Care Center products and services as well as general customer assistance with basic deposit and loan questions. Maintain proficient knowledge of, and demonstrate ongoing compliance with all laws and regulations applicable to this position, ensure ongoing adherence to pertinent policies, procedures, and internal controls, and meet all job-specific training requirements in a timely fashion. Provide assistance and technical support to customer s, via the help desk, maintaining professionalism and exemplary customer service skills. Answer other general customer questions relative to bank products and services. Follow Electronic Banking procedures to complete Regulation E claims and inquiries. Close cards and reorder when appropriate. Work with Fraud Analysts as necessary. Assist customers with Quicken/QuickBooks. Enter information and detail from each call in Synapsys. May be asked to complete branch requested maintenance, answer customer email inquiries, respond to customer research requests, retrieve and respond to voice mail, assist with department account reconcilement, eStatement review and release and other clerical duties. As an integral member of the Customer Care Center, this position is also responsible to provide assistance wherever necessary to help the Customer Care Center and the Bank in achieving their annual goals. Qualifications Bi-Lingual in Spanish a plus Call Center or customer service and banking experience preferred. Working knowledge of CBNA products/services preferred. Two (2) year degree in Business or Finance with emphasis on communications or equivalent related experience. Proficient PC Skills including typing. Proven experience with e-mail software and the Internet. Excellent oral and written communication skills. Proficient in letter-writing using business letter skills. Bi-lingual a plus

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