Customer Solutions Specialist

General Summary The Customer Solutions is responsible for providing effective customer service for all customers by using knowledge of company products and services. Customer Solutions employees interact with customers to provide information in response to questions, concerns, and complaints in person or by phone, email, and chat.

Principal Duties and Responsibilities Responsible for staying up to date on and complying with all applicable banking laws and regulations as well as CNB policies and procedures.

Utilize tact and experience-based knowledge to resolve customer complaints.

Assist customers with funds verification, phone transfers, statement research, wire transfer requests, debit card disputes over the phone and in person.

Resolve customer concerns or questions regarding their online banking and bill pay.

Re-indexing driver’s licenses and SSN cards for all other branches to and from accounts.

File customer dispute forms for unauthorized purchases.

Assist new accounts representatives with signature card inquiries.

Verify all address changes are completed and make changes when necessary.

Contact customers when mail is returned to the bank for the first time.

Perform audits for hold mail and signature cards on a regular basis.

Monitor dormant account procedures.

Provide switchboard operator relief when needed.

Maintain regular and punctual attendance.

Work cooperatively with others.

Work overtime as needed.

Performs other duties as required or assigned which are reasonably within the scope of the duties in the job classification.

Skills and Abilities

Required Friendly customer etiquette on the phone and in person.

Professionalism with staff.

Ability to use good judgment when providing customer information.

Ability to operate various office machines.

Ability to deal effectively and tactfully with customers and personnel of other departments.

Ability to work in a team environment.

Ability to adapt to technological changes and apply new knowledge to responsibilities.

Ability to maintain good customer service even if conditions are not favorable ie., computer systems down, phone systems not working properly, staff shorthanded.

Working Conditions Considerable effort and eyestrain from continuous computer use.

Busy office environment with varied noise and at times of heavy distraction.

Physical Requirements Occasionally move office equipment, and files weighing 10+ pounds.

Constantly operates a computer, a calculator, copy machine, printer, and other office equipment.

Must be able to remain in a stationary position for long periods of time to process work and assist customers.
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