What are the responsibilities and job description for the Customer Care Specialist II (9am - 6pm) position at Citizens National Bank?
Job Description
Customer Care Specialist II
Classification: Non-Exempt
Reports to: Customer Care Team Lead
Summary/Objective
The Customer Care Specialist (CCS) is responsible for delivering excellent customer service while answering a high volume of customer calls. This position is a vital link between the customer and other employees of the bank.
Primary Functions
- Adheres to the Banks Vision, Mission Statement, Moments of Truth, Core Competencies, and Sales and Service Standards.
- Responsible for receiving, evaluating, and responding to a high volume of customer inquiries to provide resolutions promptly.
- Builds customer loyalty by establishing rapport with customers and responds in a tactful and responsive manner. Takes ownership of customer issues as appropriate rather than referring them to another bank employee or manager.
- Maintains an effective level of knowledge of the Banks products and services.
- Sends referrals to the retail banks utilizing CNBs Customer Relationship Management software. Maintain open communications with the branches and other departments.
- May train and/or mentor new or less experienced team members.
- May review and process Mobile and ATM deposits.
- May utilize digital channels for customer communication.
Supervisory Responsibility
None
Work Environment
This job operates in a professional environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and scanners.
Physical Demands
- Prolonged periods working at a desk
Position Type/Expected Hours of Work
This is a full-time position. Days and hours vary.
Travel
None
Required Education, Experience, and Skills
- High school graduate or GED.
- Ability to work in a team environment with close proximities.
- Demonstrated professionalism and articulate with warm professional oral communication skills.
- Patience with challenging and difficult customer service issues.
- Banking or call center experience.
- Opportunity resolution experience.
Preferred Education and Experience
- Post High School Education or related experience.
AAP/EEO Statement
Citizens National Bank is an equal employment opportunity employer and complies with all applicable laws and regulations regarding affirmative action and equal opportunity and does not illegally discriminate against anyone protected by law because of that persons race, creed, color, age, sex, sexual orientation, gender identity, national origin, religion, status as an individual with a disability, or protected veteran status.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
