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Customer Care Specialist

Date: Apr 17, 2021

Location: Parkersburg, WV, US, 26101 Charleston, WV, US, 25387 Whiteville, NC, US, 28472

Company: United Bank

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, email, and virtual teller. 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. Our goal is first call resolution and accurate, friendly customer interactions as we work with all lines of business for support in servicing our Customers. 

RESPONSIBILITIES:

  • Answer the phone in a courteous and professional manner.
  • Utilize excellent listening skills to under the customers 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 independently and as a team, review email notifications, attend meeting 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 call 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
  • Operate with accuracy and efficiency the appropriate core banking systems and a sales associate window as follows:
    Process deposits, cash withdrawals, loan payments, and misc. transactions
  • Adhere to cash differences/controllable losses policy
  • Comply with Reg. CC requirements, bank and department policies, and overall security
  • Identify customers, by understanding  and obtaining proper identification, obtains and/or verifies endorsements/payees and obtains supervisor approval for authorization at bank-established cash limits, including the determination of the availability of sufficient funds, exclusion of stop payments and holds
  • Verify signatures and account ownership as required. Exercises discretion, judgment, and initiative regarding transaction problems and inquiries
  • Prepare mandatory currency transaction reports and monetary instrument logs in compliance with Bank Secrecy Act regulations, including adhering to KYC, OFAC, and Information Security policies and procedures. 
     

Qualifications

  • High School diploma or equivalent required. College preferred
  • Customer Service and Teller experience preferred
  • Excellent verbal and written communication skills required
  • Minimum of one (1) year of call center or banking working environment required
  • Demonstrated interest and ability to provide customer service
  • Proficiency with Computer skills in a Windows based environment and the ability to quickly learn new systems
  • Ability to work in a structured fast-paced and ever-changing environment 
  • Ability to independently utilize resources and tools provided 
  • Ability to maintain composure and provide options in difficult situations
  • Ability to successfully maintain required performance standards (i.e. quality, attendance, promptness)
  • Ability to be flexible on working a schedule during the hours of 8:00am-6:00pm M-F and 9:00am – 3:00pm Saturday (rotating)

 

KEY COMPETENCIES:

  • Dependability, Attendance & Punctuality
  • Customer Service focused
  • Time Management
  • Interpersonal Skills
  • Communication Skills
  • Critical thinking and resolution focused
  • Ability to work hours as designated for the customer care center/ITM units.  
  • Active listening
  • Attention to detail 
  • Team player


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, we value all of the relationships we have built since 1839. We are committed to providing each relationship with an unmatched level of service. While we offer competitive products, services, rates, and technology, the level of service we provide and our commitment to building relationships is what sets us apart from our competitors. Our 211 full-service banking offices and 15 loan origination offices in West Virginia, Maryland, Virginia, Ohio, Georgia, Pennsylvania, North Carolina, South Carolina and Washington, D.C. are each built on customer service and commitment to the community. United is backed by a history of safe, sound and secure banking practices that have allowed us to navigate through decades of changing economic environments. Because of this, our employees, customers, shareholders and communities can rely on us to be their banking partner for decades to come. Member FDIC. Equal Housing Lender. Equal Opportunity Employer.


Nearest Major Market: Marietta

Job Segment: Bank, Banking, Administrative Assistant, Call Center, Customer Service, Finance, Administrative