Senior Customer Care Specialist, Retail
FNBO
full-time
Posted on:
Location Type: Hybrid
Location: Omaha • Colorado, Iowa, New York, South Dakota • 🇺🇸 United States
Visit company websiteSalary
💰 $18 per hour
Job Level
Senior
About the role
- Assist Customers: Handle inbound and outbound calls to address customer inquiries and provide support.
- Account Management: Help customers manage their bank accounts, including balance inquiries, fund transfers, and transaction history.
- Issue Resolution: Resolve issues related to account discrepancies, unauthorized transactions, and other banking problems.
- Product Information: Provide information about bank products and services, such as loans, credit cards, and savings accounts.
- Customer Verification: Verify customer identity to ensure security and privacy of account information.
- Service Requests: Process service requests like account openings, closures, and changes to account details.
- Technical Support: Offer basic technical support for online banking, mobile app usage, and ATM-related issues.
- Compliance: Adhere to banking regulations and internal policies to ensure compliance and maintain customer trust.
- Feedback Collection: Gather customer feedback to improve services and enhance customer satisfaction.
- Documentation: 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. (preferred minimum 12 months)
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
banking softwareonline banking platformsbasic troubleshooting skillsaccount managementissue resolutioncustomer verificationservice requests processingtechnical supportproduct knowledgedocumentation
Soft skills
customer service skillscommunication skillsproblem-solving abilitiesattention to detailtime managementadaptabilityteamworkactive listeningsales skills
Certifications
high school diplomaGED