Customer Care Specialist I

Wood & Huston Bank; Marshall (MO); On-site; USD 32,000 - 40,000; Full time

Job summary

Wood & Huston Bank in Marshall, MO is seeking a Customer Care Specialist I to join our full-time team. You will engage customers via calls and online chats, promote products, and update contact details while ensuring an excellent, personable banking experience.

You will troubleshoot digital banking issues, verify customer information, handle transactions, and support our fraud-prevention efforts with careful, detail-oriented service.

Qualifications

• Experience in customer service roles with direct customer interaction.
• Ability to learn bank products and services quickly.
• Strong written and verbal communication skills.

Responsibilities

• Handle a high volume of inbound calls and online chats.
• Recommend products and services to meet customer needs.
• Submit changes to address, phone, and email on file.
• Process transfers and loan payments.
• Assist with digital banking needs and troubleshooting.
• Help protect customers from potential fraud through verification.
• Provide bank documents upon request.
• Research inquiries using databases and tools to provide solutions.
• Handle complaints and diffuse difficult situations professionally.

Skills

Communication

Customer focus

Problem solving

Time management

Team player

Phone etiquette

Digital banking knowledge

Attention to detail

Job description

CUSTOMER CARE SPECIALIST I

Location: Marshall

Reports to: Customer Care Supervisor

JOB SUMMARY

The position of Customer Care Specialist is a full-time job with high customer exposure via digital channels not limited to telephone calls and online chats while ensuring the customer feels supported and valued.

ESSENTIAL FUNCTIONS

• Handling a high volume of in-bound customer service calls and online chats in a positive and professional manner
• Recommend products and services to meet customer needs
• Submitting address, phone number, and email changes
• Processing telephone transfers and loan payments
• Check ordering
• Assist customers with digital banking needs by troubleshooting solutions based on customer situation
• Assist customers with potential fraud situations; help protect and prevent fraud from occurring through proper verification
• Provide bank documents based on customer requests
• Utilize software, databases, and supporting tools in researching customer inquiries to provide answers and solutions
• Other customer service duties such as account reconciliation, bill pay support, EFT card support, quote rates, safety deposit box payments, etc.
• Handling customer service complaints or situations and diffusing angry customers through effective problem solving
• Maintain up to date job knowledge
• Follow policies and procedures; complete administrative tasks correctly and on time; support the Bank’s goals and values
• By virtue of workflow may be required to perform other duties as assigned

KNOWLEDGE, SKILLS AND ABILITIES

• Positive, upbeat, friendly attitude
• Good written and oral communication skills
• Ability to recognize and respond to internal and external customer needs
• Ability to explain bank products and services to sell and cross-sell products and respond to customer inquiries
• Detail oriented and accurate
• Strong time management, phone etiquette, and follow-up skills
• Problem solve and manage tasks independently
• Complaint handling ability
• Ability to work cooperatively with other employees; be a team player in a fast-paced environment