What are the responsibilities and job description for the Customer Care Specialist position at Citizens Bank?
Summary of Job Responsibilities:
The Customer Care Specialist answers incoming customer calls and provides excellent customer service by resolving customer inquiries or issues. The delivery of all customer service is done by phone or virtually with a variety of customer banking needs.
Essential Job Duties:
- Answers the phone via a multi-line phone system and actively listens to, communicates, troubleshoots, and quickly resolves customer issues. Performs any follow-up with the customer in a timely manner.
- Performs various operational tasks which include, but are not limited to: verifying account balances; processing account transfers, stop payments, change of address; providing online and mobile banking support; handling ACH disputes, lost or stolen account information, providing support for ATM/visa debit card and accepting loan payments.
- Delivers excellent customer service, by explaining Bank products and services, such as savings and checking account programs, loan programs, deposit rates etc.
- Required to cross train as a virtual teller for back up purposes.
- Interacts with a variety of customers, including difficult customers.
- Complies with all Bank Secrecy Act and Anti Money Laundering regulations, bank policies and procedures.
Skills and Abilities Required:
- Have exceptional listening and verbal communication skills
- Must have excellent phone skills and be detailed oriented
- The ability to proficiently operate a variety of bank software systems
Minimum Level of Performance or Training Normally Required:
- High school diploma or GED equivalent.
- Three years of previous customer service experience, with banking experience preferred.
- One year previous work experience dealing exclusively with customers by phone or virtually.
Working Conditions:
- Generally good. Experiences little discomfort from heat, noise, dust, or other factors
- Call center environment which includes multiple people talking at the same time due to the volume of calls that are received.
