Customer Care Specialist

Position Summary

The Customer Care Specialist I serves as the primary contact for inbound customer inquiries and is responsible for providing customer support through phone and email communication. The position requires patience and a problem‑solving mentality to resolve issues.

• Provide customer support via multi‑line phone system, email, or secure messaging, presenting a positive company image and engaging in professional, friendly communication.
• Verify customer identity based on internal banking protocols, asking for personal information and comparing it to data stored in the computer system to ensure confidentiality and legal compliance.
• Actively listen to customers as they explain issues, asking necessary clarification questions, maintaining composure with upset customers, and conveying a sense of empathy to fully understand the customer's issue.
• Adapt communication to customers by altering rate of speech, inflection, tone, and content to facilitate understanding, retention, and comfort.
• Track and document inbound support requests and ensure proper notation of customer problems or issues.
• Update customer information and ensure accurate entry of contact details.
• Troubleshoot customer online banking and/or mobile application issues; identify the root cause and use tools/resources appropriately to determine a resolution. Escalate to the appropriate resource when unable to resolve in a reasonable time.
• Explain policies, processes, and products to customers, including answering questions, helping customers understand product features and online banking processes, and general bank services to educate and support them.
• Provide solutions to customer problems using the most appropriate courses of action to ensure satisfaction for both the customer and the Bank.

• Assist customers in resolving problems or discrepancies concerning their account(s).
• Research customer issues by reviewing customer relationships, exploring transaction history, performing searches (e.g., dollar amounts, dates), and gathering additional information to identify the source of the problem for resolution.
• Assist customers with account maintenance including, but not limited to, activating debit cards, replacing debit cards, ordering checks, updating customer information, executing stop payments, setting up or resetting online banking and associated products to immediately address customer issues.

• Compose, type, and mail customer correspondence, including certificate maturity notices, notices relating to discrepancies, and outstanding unpaid items.
• Effectively communicate and collaborate with all departments.

• Perform other related duties and responsibilities as assigned by management.

• Associate’s degree required or equivalent work experience.
• 2+ years of experience in similar duties.

Central Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, national origin, ancestry, pregnancy status, sex, age, marital status, disability, medical condition, sexual orientation, gender identity, status as a protected veteran, or any other characteristic protected by law. We make all reasonable accommodations to meet the obligations under the Americans with Disabilities Act (ADA) and applicable state disability laws.

• Entry level

• Full‑time

• Other

• Banking