Customer Service Representative

1 week ago


Moorefield, West Virginia, United States Burke & Herbert Bank & Trust Full time

Job Overview

We are seeking a highly motivated and experienced Client Care Representative to join our team at Burke & Herbert Bank & Trust. As a key member of our customer service team, you will be responsible for handling customer inquiries, resolving issues, and providing excellent service through various digital communication channels.

About the Job

This role requires strong communication and interpersonal skills, as well as the ability to work independently and as part of a team. You will be expected to respond promptly and professionally to customer inquiries, either via phone, email, or online chat. Your primary goal will be to provide accurate and timely solutions to customer requests, ensuring that they have a positive experience with our bank.

Key Responsibilities

  • Answer customer service calls in a timely and professional manner.
  • Ensure privacy of customer information by adhering to bank verification standards.
  • Provide customers with accurate and precise information in response to requests.
  • Transfer customers to the appropriate personnel within the bank in a professional manner.
  • Diffuse challenging situations and determine whether manager input is needed.
  • Provide technical support for electronic self-service bank products.
  • Conduct research and follow-up on customer requests as needed.
  • Sell and/or refer Bank's products and services to customers and prospects.
  • Stay informed about changes in policy, procedures and services in order to provide accurate information to customers.
  • Efficiently manage phone, email, and online chat workflow.
  • Provide timely support and solutions to customer inquiries received via the online messaging channel.
  • Respond and reply to digital message inquiries in accordance with Bank and departmental guidelines.
  • Must be able to work all department shifts.

Requirements

  • High school diploma or equivalent required.
  • Two years sales & service experience required.
  • Prior digital communication customer support experience preferred.
  • One year banking/financial institution experience preferred.
  • One to two years Call Center experience preferred.
  • Bi-lingual (Spanish speaking) candidates encouraged to apply.

Benefits

We offer a competitive salary, comprehensive benefits package, and a dynamic work environment. Our benefits include health insurance, 401(k) matching, paid time off, and opportunities for career advancement.



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