Client Care Specialist
2 months ago
Citizens Trust Bank is seeking a highly skilled and customer-focused Client Care Specialist to join our team. As a key member of our customer service team, you will be responsible for providing exceptional service to our customers, ensuring their needs are met, and exceeding their expectations.
Key Responsibilities- Provide timely and efficient responses to customer inquiries, resolving issues and concerns in a professional and courteous manner.
- Utilize standard scripts and procedures to ensure consistency and accuracy in customer interactions.
- Assist customers with account maintenance, including address, telephone, and email updates.
- Process and send confirmations on stop payment requests, verifications of deposits, and other customer transactions.
- Stay up-to-date on banking processes and procedures, providing expert guidance to customers on electronic banking solutions.
- Assist customers with online banking enrollment, password resets, and other technical issues.
- Process online banking enrollment verification letters, mobile deposit capture enrollment requests, and other customer documentation.
- Activate and manage ATM and debit cards, including pin number assignments and restricted card requests.
- Block lost, stolen, or compromised cards, and order new or replacement debit cards as needed.
- Closely monitor customer accounts, performing tasks such as overdraft privilege management and account closures.
- Prepare correspondence, documents, and reports as required.
- Maintain confidentiality and handle sensitive customer information with discretion.
- Adhere to all bank policies, procedures, and regulatory requirements.
- Minimum one year of call center experience in a banking environment (preferred).
- College experience (desired).
- Excellent presentation, interpersonal, and organizational skills.
- Proficiency in using advanced Microsoft Office software (Excel, Word, PowerPoint, etc.).
- Ability to facilitate effective meetings and training sessions.
- Excellent analytical, technical, problem-solving, project management, critical thinking, research, and negotiation skills.
- Ability to work in a fast-paced, high-volume environment, and adapt to change.
- Excellent quality customer service and telephone skills, with the ability to establish strong business relationships.
- Ability to maintain a positive composure and consistently demonstrate a professional appearance, demeanor, and image.
- Ability to use good judgment, make sound business decisions, comprehend, and follow directions and instructions.
- Ability to produce accurate and organized work with minimal supervision.
- Ability to effectively handle and maintain confidential matters and information.
- Up-to-date understanding of industry trends and developments.
- Self-motivated with the ability to produce quality results, meet established goals, objectives, and expectations.
- Ambitious with a strong work ethic, positive behavior, and ability to work both independently and as part of a team in a collaborative environment.
- Excellent communication skills, with the ability to communicate clearly, concisely, tactfully, and effectively.
- Exceptional creativity, with the ability to prioritize work to meet deadlines.
- Team player, flexible, resourceful, and energetic, with a competitive and winning spirit.
- Demonstrated ability to maintain composure and consistently convey a positive and professional image.
- Ability to work through situations and find win-win solutions.
- Assertive and demonstrates initiative.
- Competitive compensation package.
- Comprehensive employee benefits package, including medical, dental, vision, and prescription coverage.
- 401(k) retirement plan.
- Life insurance.
- Accidental death and dismemberment insurance.
- Short- and long-term disability insurance.
- Flexible spending account.
- Paid time off, vacation, and holiday pay.
- Tuition reimbursement.
- Employer-assisted housing program.
- Wholesale membership program.
- Fitness and wellness program.
- Employee assistance referral services (EAP).
- Legal shield program.
- Group cancer and accident insurance programs.
- Worker's compensation programs.
- Awards and recognition programs.
- Training and development programs.
Citizens Trust Bank is an equal opportunity employer and welcomes applications from diverse candidates.
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