CCC Specialist II - Martinsville

Socket.dev; Martinsville (VA); On-site; USD 22,000 - 36,000; Full time

Benefits offered by this job

401(k)

Paid time off

Paid holidays

Job summary

Carter Bank seeks a Customer Contact Center Specialist II in Martinsville, VA to act as a liaison with customers and resolve issues while maintaining high satisfaction levels.

You will handle inbound and outbound calls, document conversations, and stay informed on product requirements. The role requires strong communication, active listening, and the ability to upsell where appropriate.

Qualifications

• Strong phone and verbal communication with active listening.
• Customer focus and adaptability to different personalities.
• Ability to multi-task, set priorities and manage time effectively.
• Must be able to make decisions and solve problems.
• Knowledge about deposit and loan products necessary.

Responsibilities

• Manage large volumes of inbound calls.
• Initiate outbound calls for information or follow-up.
• Follow scripts when handling topics and maintain procedures.
• Identify customer needs and provide solutions or alternatives.
• Upsell products when opportunities arise.
• Build relationships and ensure customer satisfaction.

Skills

Phone communication

Customer focus

Multi-tasking

Decision making

Deposit/loan product knowledge

Education

High school diploma

Job description

SUMMARY:

The Customer Contact Center Specialist II is the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints, and inquiries; keeping customer satisfaction at the core of every decision and behavior.

ESSENTIAL JOB FUNCTIONS:

• Manage large amounts of inbound calls in a timely manner.
• Initiate outbound calls as needed to obtain additional information from customers or follow up
• Follow communication scripts when handling different topics
• Adhere to internal procedures, staying current as changes or updates are made
• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives
• Seize opportunities to upsell products when they arise
• Build sustainable relationships and engage customers by taking the extra mile
• Keep records of all conversations in our call center database in a comprehensible way
• Frequently attend educational seminars to improve knowledge and performance level
• Meet personal/team qualitative and quantitative targets
• Learn details about products offered by the bank, and stay current on any changes in product requirements or compliance issues
• Escalate any issues (unable to assist customer, irate customer, etc.) to Supervisor as needed
• Learn all CB&T deposit and loan products, become a subject matter expert
• Provide assistance to customers with basic and more complex loan inquiries and requests for Mortgage, Consumer, and other loan types
• Provide assistance to customers with basic and more complex deposit inquiries and requests
• Follow procedures to open new accounts for customers, assuring that proper documentation is provided
• Identify opportunities to upsell products when they arise
• Serve as a resource for less experienced employees

JOB REQUIREMENTS:

• High school diploma or equivalence required
• Previous banking/financial services experience required
• Prior experience in a call center required

KNOWLEDGE/SKILLS REQUIRED:

• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• Must be able to make decisions and solve problems
• Must have knowledge about deposit and loan products

PHYSICAL AND MENTAL QUALIFICATIONS:

• Standing, walking, bending and stooping required
• Must be able to sit at a desk for long periods of time and use a computer
• Must be able to occasionally move or lift up to 10 pounds
• May be asked to work supplemental hours periodically
• Limited travel required occasionally during and after business hours

Hourly Pay Range: $16.38 - $25.62 per hour

Benefits: Eligible associates may participate in Carter Bank's benefits package, including medical, dental, vision, life insurance, disability coverage, other voluntary benefits, 401(k), paid time off, and paid holidays.