Customer Care Specialist

Position Summary:

The primary responsibility of this position is to answer the bank’s inbound calls and selected emails in a fast paced environment. The Customer Care Specialist responds to customer inquiries and, through active listening, refers requests to appropriate personnel as needed. This position also supports branches as a floating teller or Customer Relationship Associate (CRA) in the event of both planned and unplanned absences.

The primary responsibility of this position is to answer the bank’s inbound calls and selected emails in a fast paced environment. The Customer Care Specialist responds to customer inquiries and, through active listening, refers requests to appropriate personnel as needed. This position also supports branches as a floating teller or Customer Relationship Associate (CRA) in the event of both planned and unplanned absences.

• Provides professional, courteous and efficient service to all internal and external customers.
• Complies with federal and state banking regulations, as well as with all bank policies and procedures.
• Responds in an appropriate and timely manner to deposit inquires such as balances, items posted, interest earned and current rates.
• Properly identifies the customer according to bank policy before divulging any personal information.
• Processes Unauthorized/Disputed transaction requests, including provisional credits, in accordance with Regulation E and Master Card rules.
• Responds to a limited list of loan inquiries.
• Provides password/PIN resets and log in assistance to customers, which includes, but is not limited to, online banking, debit cards and mobile wallet apps (e.g. Apple Pay).
• Properly triages inquires in order to direct the customer to the most appropriate bank personnel who can resolve the issue.
• Processes transactions received in the mail including, but not limited to, deposits, loan payments and address changes.
• Balances cash drawer and reports any discrepancies to the supervisor.
• Processes orders for new and replacement Debit Cards, as well as blocks and cancellation of cards as required.
• Processes temporary debit card increases within established guidelines and limits.
• Process travel notifications for debit card customers as requested.
• Processes Online Banking setups and maintenance.
• Performs setup and maintenance on internal and external automatic transfers.
• Responds to customer emails from  and through the secure “Contact Us” channel of the public website, including the secure upload feature.
• Performs other miscellaneous duties or special assignments as required or assigned.

• Processes returned mail for the bank.
• Processes monetary transactions for incoming wire transfers received from the IS & Payment Operations Department.
• Processes CD monetary transactions related to the Qwick Rate product; open, close, rollover and wire transfer transactions.
• Processes appropriate transactions relating to dormant accounts, such as updating customer contact date, deposits and closeouts.
• Provides support to branch and back office staff as needed.
• Processes a variety of transactions including, but not limited to: deposits and withdrawals, check cashing, issuing money orders, cashiers checks and traveler’s checks, redeeming savings bonds, processing various types of loan payments, Check Orders and RCIF modifications as needed.
• Responsible for accurately and courteously meeting new and existing customer needs by opening new accounts and maintaining knowledge of products.
• Assists in online banking dormant user maintenance as needed.
• Periodically initiates outbound calls in conjunction with a promotion or to validate a consistent S&BSI customer experience
• Serves on various committees as…