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Customer Service Representative

2 months ago

Charleston, West Virginia, United States City National Bank of WV Full time
Customer Service Representative

At City National Bank of WV, we're committed to delivering exceptional customer experiences. As a Customer Service Representative, you'll play a vital role in ensuring our customers receive the highest level of service. Your primary responsibility will be to provide timely and effective solutions to customer inquiries and issues related to debit cards, online banking, and IVR. You'll also be responsible for assisting customers with routine service requests, providing account-related information, and identifying opportunities to promote new products and services.

Key Responsibilities

  • Deliver exceptional customer service, resolving problems and identifying customers' financial needs
  • Collect and verify customer information for resolution, tracking, and audit purposes
  • Proactively identify and report potential issues, trends, or fraud attempts to the appropriate area
  • Perform account and customer maintenance on core systems and auxiliary software when needed
  • Assist customers with online banking issues, debit card activations, and PIN resets
  • Consult with management on customer complaints or bank errors
  • Research and resolve customer issues independently
  • Handle all requests in a professional and courteous manner
  • Refers customers to other departments and business partners as needed
  • Completes all training within predetermined time limits
  • Maintains current knowledge of bank products and services
  • Adheres to all bank regulatory, audit, and compliance policies and procedures


Requirements

  • 1-2 years call center experience, preferably in a banking or financial services environment
  • Experience with Jack Henry products preferred (Silverlake, Passport, Netteller)
  • Associates or Bachelor's degree is preferred
  • Sales experience preferred
  • Bilingual preferred but not required (English/Spanish)
  • Ability to work a flexible schedule, including evenings and Saturdays
  • Work is generally performed indoors in environmentally controlled conditions
  • Typically, the employee may sit to perform the work, with some standing, walking, bending, and carrying of light items
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions


Critical Skills/Expertise

  • Excellent customer service skills
  • Excellent communication skills
  • Good problem-solving skills
  • Strong attention to detail