Customer Care Specialist I

ESSENTIAL FUNCTIONS:

Receives and processes incoming calls from customers.
Responds to inquiries and determines the appropriate response or direction and proactively
offers the most convenient solutions or options for the customer.
Completes various operational processes to support customer requests.
Processes account balance or transfer requests stop payment orders changes of address and
other customer requests or authorizations.
Completes trouble shooting if needed to support a customer inquiry.
Collaborates and refers to internal business partners by referring customers to the appropriate
professional to ensure a full range of financial solutions to meet their needs:
Reviews reports prepares correspondence and participates in special department projects as
required.
Ensures that all departmental documents and activities are performed in compliance with
applicable laws regulations policies and procedures as applicable to this position including
completion of required compliance training.
Performs other duties and responsibilities as assigned.

REQUIRED SKILLS/ABILITIES:

Excellent verbal and written communication skills.
Exceptional organizational skills and strong attention to detail.
Excellent time management skills with a proven ability to meet deadlines.
Strong analytical and problem-solving skills.
Ability to function well in a high-paced and at times stressful environment.
Proficient with Microsoft Office Suite or related software.

SUPERVISORY RESPONSIBLITY:
This position does not supervise employees.

EDUCATION and EXPERIENCE:

High School or GED equivalent.
One (1) year of providing outstanding customer service or sales experience preferably in a
financial service setting is required. Call Center experience preferred.

PHYSICAL REQUIREMENTS:

Ability to concentrate and perform responsibilities by maintaining a constant state of focus and
mental alertness.
Ability to lift up to 20 pounds (i.e. files).
Ability to communicate in person through email or via telephone with customers and staff
members.
Ability to sit or stand for an extended period.
Specific vision abilities required by this job may include close vision and the ability to
adjust focus.

Required Experience:

IC