Customer Care Specialist

· Provide exceptional service to customers that contact the bank by telephone, e-mail, and chat by providing personal assistance on their accounts, bank products, and services.

· Promote the use of Digital Banking products by instructing customers on how to use the service and features that best meet their needs.

· Ensure that customers have access to their account(s) by processing Online Banking registrations, Bill Pay registrations, and Secure form requests.

· Assist customers that have difficulty accessing Digital Banking Services by analyzing the customers issue and providing a solution while also performing required security procedures to authenticate customer identity. You may need to provide a password reset for locked out customers, or troubleshoot why they are unable to log in successfully.

· Provide support to customers and bank staff regarding electronic products and services; including but not limited to, online banking, mobile banking, Zelle, remote deposit capture, bill pay and e-statements.

· Proficient in computers, smartphones, tablets and their operating systems, software and other technologies. Must be able to troubleshoot and assist customers utilizing this knowledge.

· Ability to manage multiple tasks efficiently and prioritize responsibilities in a fast paced environment.

· Availability to work flexible hours, including but not limited to: late nights, weekends, and a hybrid schedule as needed.

· Must have the ability to maintain a professional rapport with other departments and branches to ensure our customers receive the support and assistance they require.

· Ability to work independently and as a team with excellent time management and conflict resolution skills.

· Sign into remote access systems at least once weekly to ensure connectivity and maintain familiarity with off-site tools and resources.

· Facilitate effective collaboration with team members and stakeholders through regular on-site meetings and interactions.

· Ensure accurate and timely access to source documentation by working on-site, where all necessary resources are readily available.

· Handle time-sensitive tasks and projects efficiently by being present on-site, allowing immediate response and action.

· Assist customers in securing their accounts by reviewing transactions and placing lockouts on Online Access, Banks Accounts, or Stopping a Debit MasterCard when necessary.

· Help out when necessary by performing other related duties which may be required from time to time.

· High School diploma

· Excellent verbal and written communication skills

· At least two years’ experience on the core system

· Good math skills

· Proficient with use of MS-Office suite

· General understanding of the electronic technologies including but not limited to ATMs and mobile devices.

· Strong knowledge of bank’s products and services