Customer Service Representative
1 week ago
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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