Description CUSTOMER CARE SPECIALIST I Location: Marshall Reports to: Customer Care Supervisor JOB SUMMARY The position of Customer Care Specialist is a full-time job with high customer exposure via digital channels not limited to telephone calls and online chats while ensuring the customer feels supported and valued. ESSENTIAL FUNCTIONS • Handling a high volume of in-bound customer service calls and online chats in a positive and professional manner • Recommend products and services to meet customer needs • Submitting address, phone number, and email changes • Processing telephone transfers and loan payments • Check ordering • Assist customers with digital banking needs by troubleshooting solutions based on customer situation • Assist customers with potential fraud situations; help protect and prevent fraud from occurring through proper verification • Provide bank documents based on customer requests • Utilize software, databases, and supporting tools in researching customer inquiries to provide answers and solutions • Other customer service duties such as account reconciliation, bill pay support, EFT card support, quote rates, safety deposit box payments, etc. • Handling customer service complaints or situations and diffusing angry customers through effective problem solving • Maintain up to date job knowledge • Follow policies and procedures; complete administrative tasks correctly and on time; support the Bank’s goals and values • By virtue of workflow may be required to perform other duties as assigned KNOWLEDGE, SKILLS AND ABILITIES • Positive, upbeat, friendly attitude • Good written and oral communication skills • Ability to recognize and respond to internal and external customer needs • Ability to explain bank products and services to sell and cross-sell products and respond to customer inquiries • Detail oriented and accurate • Strong time management, phone etiquette, and follow-up skills • Problem solve and manage tasks independently • Complaint handling ability • Ability to work cooperatively with other employees; be a team player in a fast-paced environment