SUMMARY:
The Customer Contact Center Specialist is the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints, and inquiries; keeping customer satisfaction at the core of every decision and behavior.
ESSENTIAL JOB FUNCTIONS:
- Manage large amounts of inbound calls in a timely manner.
- Initiate outbound calls as needed to obtain additional information from customers or follow up
- Follow communication scripts when handling different topics
- Adhere to internal procedures, staying current as changes or updates are made
- Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives
- Seize opportunities to upsell products when they arise
- Build sustainable relationships and engage customers by taking the extra mile
- Keep records of all conversations in our call center database in a comprehensible way
- Frequently attend educational seminars to improve knowledge and performance level
- Meet personal/team qualitative and quantitative targets
- Learn details about products offered by the bank, and stay current on any changes in product requirements or compliance issues
- Escalate any issues (unable to assist customer, irate customer, etc.) to Supervisor as needed
- Provide assistance to customers with basic inquiries and requests for loan or deposit inquiries as applicable
JOB REQUIREMENTS:
- High school diploma or equivalence required
- Prior experience in customer support role preferred
- Prior banking experience and knowledge preferred
KNOWLEDGE/SKILLS REQUIRED:
- Strong phone and verbal communication skills along with active listening
- Customer focus and adaptability to different personality types
- Ability to multi-task, set priorities and manage time effectively
PHYSICAL AND MENTAL QUALIFICATIONS:
- Standing, walking, bending and stooping required
- Must be able to sit at a desk for long periods of time and use a computer
- Must be able to occasionally move or lift up to 10 pounds
- May be asked to work supplemental hours periodically
- Limited travel required occasionally during and after business hours
Hourly Pay Range: $16.38 - $25.62 per hour
Benefits: Eligible associates may participate in Carter Bank's benefits package, including medical, dental, vision, life insurance, disability coverage, other voluntary benefits, 401(k), paid time off, and paid holidays.
Skills Required
- High school diploma or equivalent
- Prior experience in a customer support role
- Prior banking experience and knowledge
- Strong phone and verbal communication skills
- Active listening skills
- Customer focus and adaptability to different personality types
- Ability to multitask, set priorities, and manage time effectively
- Ability to sit at a desk for long periods and use a computer
- Ability to occasionally move or lift up to 10 pounds
What We Do
Carter Bank is a state-chartered community bank headquartered in Martinsville, Virginia, serving people and businesses across Virginia and North Carolina. With more than 700 associates, it builds customer relationships and provides local, informed, personalized banking solutions. Its mission is to create opportunities for individuals and businesses to prosper through relationship-based service and community impact.
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