Banking Customer Care Specialist

Northwest Community Bank; Avon, Northern (CT, KY); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Northwest Community Bank in Avon, CT, is seeking a Customer Care Representative. This full-time, non-exempt role serves as the primary point of contact for customers, handling inbound and outbound calls and providing accurate information and timely resolution.

You will assist with account servicing, digital banking, debit card services, and product education while upholding bank policies and security standards.

Qualifications

• High school diploma or equivalent required.
• 1–2 years of customer service, banking, financial services, or call center experience.
• Proficiency with Microsoft Office and customer service technology platforms.

Responsibilities

• Answer customer calls professionally and efficiently while providing accurate information and timely resolution of inquiries
• Authenticate customer identity in accordance with bank security standards and privacy requirements
• Assist customers with account information, transaction research, maintenance requests, stop payments, debit card servicing, and address changes
• Provide support for online and mobile banking platforms, including password resets and access troubleshooting
• Research, investigate, and resolve customer concerns, complaints, and service issues
• Educate customers on deposit products, lending solutions, digital services, and other bank offerings
• Accurately document customer interactions and service requests within bank systems
• Achieve service quality, productivity, and customer satisfaction goals
• Identify referral opportunities and connect customers with appropriate banking specialists
• Remain current on bank products, procedures, regulatory requirements, and service standards

Skills

Customer Service Excellence

Telephone & Contact Center Operations

Digital Banking Support

Problem Solving & Conflict Resolution

Banking Products & Services

Written & Verbal Communication

Customer Relationship Management

Regulatory Compliance

Attention to Detail

Time Management & Multitasking

Education

High school diploma or equivalent

Associate’s degree preferred

Tools

Microsoft Office

CRM systems

Job description

Northwest Community Bank in Avon, CT, is seeking a Customer Care Representative. This full-time, non-exempt role serves as the primary point of contact for customers, handling inbound and outbound calls and providing accurate information and timely resolution.

You will assist with account servicing, digital banking, debit card services, and product education while upholding bank policies and security standards.