CCC Specialist - Martinsville

Carter Bankshares; Martinsville (VA); On-site; USD 23,000 - 35,000; Full time

Benefits offered by this job

Medical, dental, vision, life and more

401(k) and retirement plan

Paid time off and paid holidays

Job summary

Carter Bankshares in Martinsville, VA seeks a Customer Contact Center Specialist to serve as the liaison between the bank and its customers. You will own the resolution of inquiries, complaints, and issues while maintaining customer satisfaction as a core value.

The role requires handling high call volumes, following scripts, and staying up-to-date on product requirements. This position emphasizes upselling where appropriate and building long-term client relationships.

Qualifications

• High school diploma or equivalence required.
• Prior experience in customer support role preferred.
• Prior banking experience and knowledge preferred.

Responsibilities

• 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
• 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 to Supervisor as needed
• Provide assistance to customers with basic inquiries and requests for loan or deposit inquiries as applicable

Skills

Phone communication

Active listening

Customer focus

Time management

Education

High school diploma

Job description

SUMMARY:

The Customer Contact Center Specialist 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
• Provide assistance to customers with basic inquiries and requests for loan or deposit inquiries as applicable

JOB REQUIREMENTS:

• High school diploma or equivalence required
• Prior experience in customer support role preferred
• Prior banking experience and knowledge preferred

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

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.