Banking Customer Care & Solutions Specialist

Carter Bankshares; Martinsville (VA); On-site; USD 19,000 - 30,000; Full time

Benefits offered by this job

Benefits package

Job summary

Carter Bankshares is seeking a Customer Contact Center Specialist to act as the liaison between the bank and its customers. The role emphasizes solving issues, handling inquiries, and keeping customer satisfaction at the core of every action.

Key duties include managing inbound calls, following scripts, identifying needs, and upselling when appropriate. The position requires a high school diploma and prior customer support experience, with opportunities in a collaborative banking environment.

Qualifications

• High school diploma or equivalent required.
• Prior experience in customer support preferred, banking experience preferred.
• Strong phone and verbal communication skills plus active listening.

Responsibilities

• Manage large amounts of inbound calls in a timely manner.
• Initiate outbound calls to obtain information or follow up.
• Follow communication scripts when handling topics.
• Adhere to internal procedures and stay updated on changes.
• Identify customer needs, research issues, and provide solutions.
• Upsell products when opportunities arise.
• Build relationships and ensure customer satisfaction.
• Keep accurate records in call center database.
• Attend educational seminars to improve knowledge and performance.
• Meet personal and team qualitative and quantitative targets.
• Learn banking products and stay updated on requirements.
• Escalate issues to Supervisor when needed.
• Assist customers with loan or deposit inquiries.

Skills

Strong communication

Active listening

Multi-tasking

Education

High school diploma or equivalent

Job description

Carter Bankshares is seeking a Customer Contact Center Specialist to act as the liaison between the bank and its customers. The role emphasizes solving issues, handling inquiries, and keeping customer satisfaction at the core of every action.

Key duties include managing inbound calls, following scripts, identifying needs, and upselling when appropriate. The position requires a high school diploma and prior customer support experience, with opportunities in a collaborative banking environment.