Banking Customer Experience Specialist

Burke & Herbert Bank & Trust; Moorefield (WV); On-site; USD 19,000 - 25,000; Full time

Job summary

Burke & Herbert Bank & Trust in Moorefield, WV is seeking a Client Care Representative to communicate with customers via chat, email and phone, delivering timely solutions and accurate information about accounts and bank products.

You will handle inquiries, protect privacy, transfer calls to the right team, and support online banking tools, while working across shifts in a clerical office environment. This role emphasizes professional multi-channel service and teamwork.

Qualifications

• High school diploma or equivalent required.
• Two years sales & service experience required.
• One year banking/financial institution experience preferred.
• One to two years Call Center experience preferred.
• Bi-lingual (Spanish speaking) candidates encouraged to apply.

Responsibilities

• Answer customer service calls in a timely and professional manner.
• Ensure privacy of customer information by adhering to bank verification standards.
• Provide customers with accurate and precise information in response to requests.
• Transfer customers to the appropriate personnel within the bank in a professional manner.
• Diffuse challenging situations and determine whether manager input is needed.
• Provide technical support for electronic self-service bank products.
• Conduct research and follow-up on customer requests as needed.
• Sell and/or refer Bank’s products and services to customers and prospects.
• Stay informed about changes in policy, procedures and services in order to provide accurate information to customers.
• Efficiently manage phone, email, and online chat workflow.
• Provide timely support and solutions to customer inquiries received via the online messaging channel.
• Respond and reply to digital message inquiries in accordance with Bank and departmental guidelines.
• Must be able to work all department shifts.

Skills

Phone communication

Product knowledge

Multi-channel communication

Team collaboration

Education

High school diploma or equivalent

Tools

Excel

OneNote

Microsoft Word

Job description

Burke & Herbert Bank & Trust in Moorefield, WV is seeking a Client Care Representative to communicate with customers via chat, email and phone, delivering timely solutions and accurate information about accounts and bank products.

You will handle inquiries, protect privacy, transfer calls to the right team, and support online banking tools, while working across shifts in a clerical office environment. This role emphasizes professional multi-channel service and teamwork.