Customer Service Representative

1 week ago


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

At City National Bank of WV, we are seeking a highly skilled Customer Service Representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional customer service, resolving service-related issues, and identifying customers' financial needs.

Key Responsibilities:
  • Consistently execute customer service standards to provide excellent customer service, resolve problems, and identify customers' financial needs
  • Collect all pertinent customer information for resolution, tracking, and audit purposes
  • Verify customer calls with current security procedures for identity theft prevention
  • Proactively identify and report any potential issues, trends, or fraud attempts to the appropriate area
  • Perform immediate account and/or customer maintenance on core system and auxiliary software systems when needed
  • Assist customers with general usage or troubleshooting issues concerning online banking, debit card activations, PIN resets, and card denials
  • Assist customers with the online account opening process and mobile banking
  • Consult with management on any customer complaint or bank error
  • Research and resolve any customer issues independently
  • Handle all requests in a professional and courteous manner
  • Refers customers to other departments and business partners appropriately
  • 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
  • Associates or Bachelors degree is preferred
  • Sales experience preferred
  • Bilingual preferred but not required (English/Spanish)
  • Ability to work a flexible schedule including evenings and Saturdays


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