Location
Toledo, OH | United States
Job description
Title: Customer Care Specialist
Department: Retail
Reports To: VP Retail Branch Administration
Summary:
The Customer Care Specialist is responsible for delivering superior customer service and financial service to customers calling the Customer Care Line and to customers who visit the Retail branch.
Essential Duties and Responsibilities:
- Manage the bank's Customer Care phone line. Utilize problem resolution skills and troubleshooting skills while assisting customers on the telephone or in person.
- Promote excellent customer service through timely problem resolution on customer inquiries and requests.
- Assist customers on the phone and in person with training of personal online banking and bill pay products.
- Present and explain Bank deposit services products to customers. Open, close and maintain various time and demand deposit accounts.
- Ask the customer questions to best understand which employee or department is best trained to assist the customer. Then connect the customer with that employee and/ or department accordingly.
- Cross-Sell other Bank products through consultative needs gathering.
- Enthusiastically acknowledge and greet customers upon answering the phone or the customer's arrival at the Bank.
- Comply with all requirements of the Bank Secrecy Act.
- Support the Retail staff where needed when other Retail employees are absent.
- Other duties as assigned.
Job Qualifications:
- High School Diploma
- Minimum of three years of experience in customer service.
- Minimum of two years of experience in the banking industry.
- Ability to work in a team atmosphere and be able to interact and communicate with individuals at all levels.
- Strong technology skills including familiarity with screen sharing applications and online and mobile banking functions.
- Strong analytical, organizational, decision-making and problem-solving skills.
- Experience using Microsoft Office (Excel, Word, Outlook).
- Effective time management skills. The ability to prioritize and complete multiple tasks is required.
Waterford Bank, N.A. is an Equal Opportunity and Affirmative Action Employer. The Bank provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, marital status, amnesty, or status as covered veterans in accordance with applicable federal, state, and local laws.
Job tags
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