Banking Support Specialist II — Inbound Care & Resolution

Farmers & Merchants Bank of Central California; Lodi (CA); On-site; USD 29,000 - 33,000; Full time

Job summary

Farmers & Merchants Bank of Central California is seeking a Call Center Specialist in Lodi to assist customers by phone and online chat, handling simple to complex questions about accounts and services. You will act as the bank's voice, delivering friendly, accurate service while following security protocols.

The role requires a high school diploma or equivalent and at least one year in customer service, preferably in banking.

Qualifications

• Minimum of high school diploma or equivalent.
• One year work experience in Customer Service, preferably for a Financial Institution.

Responsibilities

• Customer Support: Promptly and professionally respond to customer inquiries regarding account balances, debit cards, transactions, and fees, and provide support for Online and Mobile Banking.
• Issue Resolution: Troubleshoot and resolve customer issues such as transaction disputes, online banking technical difficulties, and general complaints, escalating as needed.
• Account Maintenance: Process requests for account changes, stop payments, address updates, and password resets with accuracy and confidentiality.
• Product Promotion: Educate customers on the bank's products and services and identify opportunities for cross-selling.
• Compliance & Quality: Adhere to banking laws/regulations and internal policies, maintain high call quality and robust customer authentication.
• Documentation: Accurately document all customer interactions in the CRM or relevant systems.
• Attendance: Maintain dependable attendance and punctuality.

Job description

Farmers & Merchants Bank of Central California is seeking a Call Center Specialist in Lodi to assist customers by phone and online chat, handling simple to complex questions about accounts and services. You will act as the bank's voice, delivering friendly, accurate service while following security protocols.

The role requires a high school diploma or equivalent and at least one year in customer service, preferably in banking.