Customer Care Specialist

Description

The primary function of Bluestone Bank's Customer Care Specialist is to provide exceptional customer service in a call center environment. This position receives incoming telephone calls, emails, and chat requests from customers needing assistance with existing or new accounts. The Customer Care Specialist also places outgoing telephone calls to customers in connection with specific service requests and to answer questions. This role uses the telephone, the Internet, electronic mail and word processing tools to communicate with the customer verbally and in writing, both electronically and on paper. The Customer Care Specialist position requires Monday-Saturday availability; however, the position works a five-day work week. 

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Assists customers in a friendly, professional manner according to Bluestone Bank's quality standards.
• Handles questions and inquiries from customers related to Bank products and services, and directs them to the appropriate person as it relates to other bank services, when applicable. Handles complaints and other customer requests
• Recognizes opportunities to promote products and services that will meet the needs of our customers.
• Accurately completes account transactions, maintenance, and service requests. 
• Understands and adheres to bank policies and procedures for daily operations, security and compliance.
• Attends all required regulatory training and other internal training as provided.
• Achieves monthly sales/referral and service goals.
• Assumes additional responsibilities as requested.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear, reach with hands and arms; and stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and the ability to adjust focus.

Affirmative Action/EEO Statement

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Requirements

• One to three years of banking or call center experience required.
• Knowledge of banking products and services strongly preferred. 
• High school Diploma or equivalent.  
• Possesses strong customer service and excellent written and verbal communications skills.
• Ability to deal with customers under circumstances requiring tact and diplomacy.
• Ability to quickly learn and properly use various software programs.