Customer Care Specialist I

Overview

Efficiently accept incoming calls while providing exceptional customer service. Offer customer support to resolve issues, provide general information, or connect them with the appropriate representative. Multi-tasking daily between calls and other responsibilities while maintaining a positive customer interaction.

Responsibilities

• Answer incoming calls, determines the needs of the caller and verify the caller’s identity, minimizing the caller’s time and effort in resolving their concern.
• Perform transactions for customers (i.e. transfer funds between accounts and/or loan, stop payments, close and reorder debit cards, provide balances and transaction information, process loan, etc.) to assure customer’s needs are addressed in a friendly and efficient manner.
• Identify products/services that might be beneficial to customers and provide information about their value and benefits.
• Assist with online banking/mobile banking applications and troubleshooting. (i.e. retail online banking setup, downloading myLiberty mobile app, external transfers, bill pay, wallet pay, CardGuard, etc.)
• Perform wire transfer completions, charge offs, overdraft protection, exception item processing, and other daily responsibilities
• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
• Other duties as assigned.

Skills and Qualifications

• Six months to two years of similar or related experience, including time spent in preparatory positions.
• A high school degree or equivalent is required.
• Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions.

ADA Requirements

• Physical Requirements: Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.
• Working Conditions: Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
• Mental and/or Emotional Requirements: Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Liberty National Bank is an equal opportunity employer including Disability/Vets.