Banking Customer Care Pro – Inbound Support (Bilingual)

City National Bank of West Virginia; Cross Lanes (WV); On-site; USD 21,000 - 30,000; Full time

Job summary

City National Bank of West Virginia is seeking a Customer Care Center Specialist to deliver personal, phone-based service, resolve account questions, and guide customers through online and mobile banking. You will identify opportunities to connect customers with additional products and support bank services.

The role requires strong communication, problem-solving, and the ability to navigate multiple banking systems. Evening and Saturday shifts may be included as part of a flexible schedule.

Qualifications

• High school diploma or equivalent.
• Customer service experience; call center experience preferred.
• Banking or financial services experience preferred.
• Strong communication and listening skills.
• Good problem-solving skills and attention to detail.
• Ability to learn and work across multiple banking systems.
• Ability to work a flexible schedule, including evenings and Saturdays.
• Bilingual English/Spanish skills are a plus.

Responsibilities

• Answer inbound customer calls and provide personal and helpful service.
• Research and resolve routine and more complex customer questions and service issues.
• Verify customer identity using established security procedures.
• Complete appropriate account and customer maintenance using bank systems.
• Assist customers with online and mobile banking, debit cards, telephone banking, online account opening, and other supported services.
• Gather and document information needed for resolution, tracking, and audit purposes.
• Recognize potential fraud, unusual activity, service trends, or recurring issues and report them appropriately.
• Identify customer needs and make appropriate referrals to other products, services, departments, and business partners.
• Consult with management when customer complaints, bank errors, or other situations require escalation.
• Maintain current knowledge of bank products, services, systems, policies, and procedures.
• Follow applicable regulatory, audit, compliance, and security requirements.

Skills

Customer service

Call center

Communication skills

Problem solving

Banking systems

Flexible scheduling

Bilingual English/Spanish

Education

High school diploma or equivalent

Job description

City National Bank of West Virginia is seeking a Customer Care Center Specialist to deliver personal, phone-based service, resolve account questions, and guide customers through online and mobile banking. You will identify opportunities to connect customers with additional products and support bank services.

The role requires strong communication, problem-solving, and the ability to navigate multiple banking systems. Evening and Saturday shifts may be included as part of a flexible schedule.