Customer Care Specialist I

The Customer Care Specialist I serves as a primary point of contact for customers, delivering exceptional service through telephone, email, chat, and other communication channels. This position is responsible for responding to routine customer inquiries, performing account servicing functions, supporting digital banking products, resolving routine customer concerns, and promoting the Bank's products and services. The Customer Care Specialist I develops broad knowledge of the Bank's products and services while ensuring compliance with all policies, procedures, and regulatory requirements.

Essential Duties and Responsibilities:

Customer Service & Relationship Management
• Provide prompt, professional, and accurate service to customers through multiple communication channels.
• Build and maintain positive customer relationships through exceptional service and problem resolution.
• Research and resolve customer inquiries related to deposit accounts, digital banking, debit cards, and other banking products and services.
• Identify customer needs and recommend appropriate banking solutions.
• Promote customer retention through effective service recovery and issue resolution.
• Escalate complex issues to appropriate resources when necessary.

Account Servicing & Maintenance
• Process routine account maintenance and servicing requests for deposit and loan accounts.
• Assist customers with balance inquiries, transaction research, account maintenance, and service requests.
• Support deposit account servicing activities.
• Maintain accurate documentation of customer interactions and account activities.

Digital Banking Support & Payment Services
• Assist customers with online banking, mobile banking, bill pay, mobile deposit, alerts, and related digital services.
• Troubleshoot customer access issues and provide technical assistance.
• Educate customers on available digital banking tools and services.
• Process digital banking enrollment and maintenance requests.
• Assist customers with debit card inquiries and servicing requests.
• Support card activation, maintenance, dispute intake, and transaction research.
• Educate customers regarding available payment services and self-service options.

Product Knowledge & Referrals
• Develop and maintain knowledge of banking products and services.
• Identify opportunities to refer customers to additional banking products and services.
• Support the Bank's sales and customer relationship goals through effective customer conversations.

Operational Responsibilities
• Comply with all Bank policies, procedures, security standards, and regulatory requirements.
• Complete all required training and continuing education.
• Participate in departmental projects, testing initiatives, and process improvement efforts as assigned.
• Maintain satisfactory productivity, quality, and service standards.

Minimum Qualifications:

Education
• High School Diploma or GED required.

Experience
• Minimum one (1) year of banking or financial services experience required.
• Call center or customer service experience preferred.

Knowledge, Skills & Abilities
• Working knowledge of banking products and services.
• Strong customer service and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and organizational skills.
• Proficiency with Microsoft Office and banking systems.
• Ability to learn and apply banking regulations, procedures, and policies.

Performance Expectations
• Consistently meet departmental service, productivity, and quality goals.
• Demonstrate professionalism and reliability.
• Maintain compliance with Bank policies and procedures.
• Successfully complete assigned training and development activities.

Working Conditions
• Physical surroundings are generally pleasant and comfortable with protection from weather conditions but not necessarily from temperature changes.
• Ability to sit or stand with freedom of movement, regularly alternating between both positions.
• Frequently lifting one to ten pounds; occasionally lifting up to 50 pounds.
• Extensive operation of computers and other office equipment requiring dexterity and coordination and frequent use of hands.

Those holding this position must be capable of performing all duties and responsibilities, either unaided or with the assistance of a reasonable accommodation, as determined by management.
The Bank has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the bank reserves the right to change this job description and/or assign tasks for the employee to perform, as the Bank may deem appropriate.