Senior Specialist, Customer Care – Credit Card

Role Overview

• Handle inbound and outbound calls to address customer inquiries and provide support.
• Help customers manage their bank accounts, including balance inquiries, fund transfers, and transaction history.
• Resolve issues related to account discrepancies, unauthorized transactions, and other banking problems.
• Provide information about bank products and services, such as loans, credit cards, and savings accounts.
• Verify customer identity to ensure security and privacy of account information.
• Process service requests like account openings, closures, and changes to account details.
• Offer basic technical support for online banking, mobile app usage, and ATM-related issues.
• Adhere to banking regulations and internal policies to ensure compliance and maintain customer trust.
• Gather customer feedback to improve services and enhance customer satisfaction.
• Maintain accurate and detailed records of customer interactions and transactions.

Requirements

• Customer Service Skills: Strong ability to interact with customers in a friendly, professional, and empathetic manner.
• Communication Skills: Excellent verbal and written communication skills to clearly convey information and resolve issues.
• Problem-Solving Abilities: Ability to quickly identify and resolve customer issues with a solution-oriented approach.
• Technical Proficiency: Familiarity with banking software (preferred), online banking platforms, and basic troubleshooting skills for common technical issues.
• Attention to Detail: Strong attention to detail to ensure accurate processing of customer information and transactions.
• Time Management: Ability to manage time efficiently and handle multiple tasks simultaneously in a fast-paced environment.
• Product Knowledge: Good understanding of the bank's products and services to provide accurate information and assistance. (branch experience a plus)
• Adaptability: Flexibility to adapt to changing policies, procedures, and customer needs.
• Teamwork: Ability to work collaboratively with colleagues and other departments to provide excellent customer service.
• Compliance Awareness: Understanding of banking regulations and compliance requirements to ensure adherence to legal and ethical standards.
• Active Listening: Strong active listening skills to understand customer concerns and address them effectively.
• Sales Skills: Basic sales skills to promote bank products and services when appropriate.
• Have obtained a high school diploma or GED as required.
• Have a quiet workspace with minimal distractions for remote work.
• Maintain a fast and reliable internet connection for remote work.
• Open to working overtime hours when needed.
• Bilingual in English and Spanish (preferred)

Benefits

• Medical, Dental, Vision Insurance
• 401k, With Matching Contributions
• Time Off Programs
• Health Savings Account (HSA)/Dependent Care
• Employee Banking
• Growth Opportunities
• Tuition Assistance
• Short-Term/Long-Term Disability Insurance