Customer Care Specialist

United Bank; Parkersburg (WV); On-site; USD 35,000 - 48,000; Full time

Job summary

United Bank is seeking a Customer Care Specialist to provide outstanding service to customers via phone and email. You will learn the bank’s products and support multiple lines of business to resolve issues and enhance customer satisfaction.

The role requires a high school diploma (bachelor’s preferred) and at least one year in a call center or banking environment. Strong communication and tech skills are essential for success in a fast-paced setting.

Qualifications

• High School diploma or equivalent required; Bachelor’s degree preferred.
• Minimum 1 year call center or banking experience, customer-facing preferred.
• Excellent verbal and written communication skills; Spanish or additional language a plus.

Responsibilities

• Answer inbound Customer and Branch calls in a courteous and professional manner.
• Understand Customer concerns by listening carefully and asking right questions.
• Maintain privacy and security through proper customer authentication.
• Assist with account inquiries, maintenance, loan questions, and online banking issues.
• Provide exceptional service with a professional demeanor and timely follow-up.
• Recommend products and services such as online banking, mobile app, Zelle, Telebanc, etc.

Skills

Verbal & written communication

Customer service

Active listening

Attention to detail

Team player

Dependability

Punctuality

Time management

Spanish language (extra language)

Education

High School diploma or equivalent

Bachelor’s degree preferred

Tools

Microsoft Office

Job description

Job Description

Our Customer Care Specialists are a key representative of United Bank. This role is responsible for providing exceptional service to our internal and external Customers via the telephone and email. This position is an excellent opportunity to learn all the Bank’s products, services and work with all lines of business in support of resolutions in servicing our Customers.

RESPONSIBILITIES:

• Answer inbound Customer and Branch calls in a courteous and professional manner.
• Utilize excellent listening skills to understand the Customer’s concern or situation.
• Ensure privacy and security through proper Customer authentication.
• Assess Customers’ needs by asking the right questions.
• Provide exceptional Customer Service by demonstrating a professional and courteous demeanor.
• Respond to account inquiries, account maintenance, loan questions, online banking troubleshooting, and basic banking information.
• Troubleshoot and resolve first level Customer complaints in a timely manner.
• Stay up to date on products/services/procedures by reviewing email notifications, attending meetings and via virtual training.
• Build relationships with Customers, Branches, and internal Lines of Business.
• Research and communicate effective solutions while adhering to departmental policies and procedures.
• Take ownership of calls from beginning to end, and provide timely follow up.
• Recommend products and services to Customers such as online banking, mobile app, Zelle, Telebanc, etc. to better serve their needs.
• Perform other administrative support responsibilities as department needs arise.

Qualifications

• High School diploma or equivalent required. Bachelor’s degree preferred
• Minimum of one (1) year of call center or banking experience, preferably in a customer facing role, required
• Minimum of 1 year of professional Customer Service experience required
• Excellent verbal and written communication skills required; Verbal and written communications skills in Spanish or additional language a plus.
• Proficient in Microsoft Office products, computer skills in a Windows based environment, and the ability to quickly learn new systems required
• Ability to work in a structured fast-paced and ever-changing environment required
• Ability to independently utilize resources and tools provided
• Ability to maintain a professional demeanor and provide options in difficult situations required
• Ability to successfully maintain required performance standards (i.e. quality, attendance, promptness) required
• Ability to be flexible working a schedule during the hours of 8:00am-6:00pm Monday-Friday and 9:00am – 3:00pm Saturday (rotating) required
• Active listening required
• Attention to detail while multi-tasking required
• Desire to build a career and grow with United Bank

KEY COMPETENCIES:

• Dependability, Attendance & Punctuality
• Customer Service focused
• Team player
• Computer skills
• Time Management
• Interpersonal Skills
• Communication Skills
• Critical thinking and resolution focused

Essential Functions:

• Sitting and speaking for extended periods of time
• Sufficient dexterity of hands and fingers to efficiently operate a computer keyboard, mouse and other computer components and ability to use telephone equipment
• Ability to converse and exchange information with all levels of staff and customers
• Ability to observe, perceive, identify, and translate data

Company Profile

At United, our strength is our people, and we are committed to nurturing a culture that is reflective of the communities we serve; promotes respect and a shared purpose; and aligns with our core values.

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability, status as a protected veteran, or any other characteristic protected by law.