Digital Banking Chat Specialist

City National Bank of West Virginia; Cross Lanes (WV); On-site; USD 21,000 - 26,000; Full time

Job summary

City National Bank of West Virginia is seeking a Chat Support Specialist to deliver personal, helpful service through the bank's digital chat channel. You will assist customers with account questions, service requests, and issues while upholding security and accuracy in written communications.

You will verify identities, navigate multiple banking systems, document resolutions, and escalate when needed. This on-site, full-time role in Cross Lanes, WV, requires strong written communication,

Qualifications

• High school diploma or equivalent.
• Customer service experience; banking, call center, or digital customer service experience preferred.
• Strong written communication skills, including grammar, clarity, and the ability to communicate naturally in a digital environment.
• Strong problem-solving skills and attention to detail.
• Ability to learn and work effectively across multiple banking systems.
• Ability to manage multiple customer interactions and priorities while maintaining accuracy and customer focus.
• Good judgement when handling customer information and determining when escalation is appropriate.
• Ability to work a flexible schedule, including evenings and Saturdays.

Responsibilities

• Respond to customer inquiries through the Bank's chat platform in a timely, personal, and helpful manner.
• Research and resolve routine and more complex customer questions and service issues.
• Verify customer identity and protect customer information using established security procedures.
• Complete appropriate account and customer maintenance using bank systems.
• Assist customers with online and mobile banking, debit cards, account access, online account opening, and other supported services.
• Navigate multiple systems and sources of information while maintaining active customer conversations.
• Communicate clearly and professionally in writing, adapting explanations to the customer's needs.
• Gather and document information needed for resolution, tracking, and audit purposes.
• Recognize potential fraud, unusual activity, recurring issues, or service trends and report them appropriately.
• Identify customer needs and make appropriate referrals to other products, services, departments, and business partners.
• Coordinate with other areas of the Bank when an issue cannot be resolved within the chat interaction.
• Consult with management when customer complaints, bank errors, or other situations require escalation.
• Maintain current knowledge of bank products, services, systems, policies, and procedures.
• Follow applicable regulatory, audit, compliance, privacy, and security requirements.

Skills

Customer service

Written communication

Problem solving

Multi-system navigation

Multitasking

Attention to detail

Judgment

Flexible scheduling

Education

High school diploma or equivalent

Job description

City National Bank of West Virginia is seeking a Chat Support Specialist to deliver personal, helpful service through the bank's digital chat channel. You will assist customers with account questions, service requests, and issues while upholding security and accuracy in written communications.

You will verify identities, navigate multiple banking systems, document resolutions, and escalate when needed. This on-site, full-time role in Cross Lanes, WV, requires strong written communication,