Customer Support Specialist

Overview

Job Summary: Ensures customer satisfaction by providing prompt and accurate solutions to problems and inquiries received by telephone, chat, in writing, and e-mail.  To be successful, the incumbent must be able to multi-task, prioritize, research, uncover consumer needs and resolve customer complaints effectively and efficiently by utilizing reporting, system technology, and product knowledge.

Responsibilities

Phone- Based Customer Support (65%)

• Handle all customer phone calls, customer branch rollover calls and internal retail support line calls in no more than three rings.
• Resolves all customer concerns in a timely manner with follow-up, if necessary.
• Assess customer needs and suggest additional Bank products and services to meet those needs and deepen/enhance customer relationships.
• Navigates C&F SharePoint and additional programs, including Fiserv EFT, CheckFree, Director, LinkLive, Access Manager and BPM in response to customer service requests both internal and external.
• Provide support to Retail branches to include network systems, policies, procedures, and assist with customer concerns.
• Maintain confidentiality of customer account information.

Email and Chat Customer Support (20%)

• Ability to articulate communication through written correspondence.                   
• Knowledge of formal business writing standards.
• Competence to be concise, professional, and mindful of your tone.
• Ability to detect a fraudulent situation via written communication and the understanding of how to proceed and/or escalate.

Products and Services (5%)

• Develop and maintain a working knowledge of all products and services offered by the Bank.
• Maintain an understanding of, and complies with, applicable banking regulations as well as internal policies and procedures. Protect customer information with high sense of accuracy and urgency.
• Ensures full knowledge of all digital banking services through personal utilization of these services to effectively communicate all features and benefits to both the customer and prospects while also maintaining the ability to answer questions regarding functionality.
• Participates in on-going training in Bank’s products, services, and system technology relating to customer support.
• Contributes to huddles with knowledge learned throughout the previous week.

Administrative (5%)

• Maintains accurate records of all inbound and outbound telephone calls, chat communications, cross sale referrals, and/or other statistical information required by management.
• Performs entries to customer accounts and general ledger accounts within defined authority; submits to department manager for approval.

Special Projects/Other Duties (5%)

• Accurate and efficient management of assigned daily responsibilities.
• Ensures full functionality in performing all allotted back-up duties.
• Assists with special projects and other duties as assigned.
• Assist other internal departments when required.

Qualifications

Knowledge: 1-2 years previous experience in customer service, retail, or financial services is required. Must be able to demonstrate proficiency in the use of standard PC software packages such as Microsoft Office. Basic knowledge of technology (i.e., mobile device, browsers, iOS systems) are required. Experience with Cisco phone system.

Skills: Exceptional telephone etiquette and clear and concise writing skills are required; skilled in identifying sales and cross sale opportunities. Possess effective organizational and time management skills, strong attention to detail and basic math concepts are required.  Excellent communication, problem resolution, and are required.

Abilities:  Ability to communicate effectively with people at all levels is required; effectively communicate information clearly through all media channels. Demonstrates flexibility and commitment in a team environment. Spanish bilingual experience preferred.

Education: High school diploma or equivalent is required.  Associate degree in accounting or business administration preferred.  A combination of education and experience will be considered.

Travel: 10%

Physical demands: Employee may experience the following physical demands for extended periods of time:  View multiple computer monitors, keyboarding, sitting, motion of fingers/hands/wrists, and standing/walking.

Work Environment: Work is performed in an operational office environment.

Note:

This job description contains the essential functions, duties, and responsibilities of the position in accordance with the Americans with Disabilities Act (ADA).  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. C&F Bank reserves the right to make future revisions to this job description and the inherent responsibilities of the position based on the needs of the organization.

Equal Employment Opportunity Statement -- C&F is committed to providing equal employment opportunity to all qualified persons and reaffirms in policy and practice that it shall not discriminate against applicants or employees because of race, color, religion, gender, age (over 40), disability, genetic information, veteran status (disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, Armed Forces service medal veterans, and Vietnam era veterans), national origin, or any other consideration protected by applicable federal, state, or local law. This applies to all areas of employment, including promotion, transfer, layoff, termination, compensation, benefits, recruitment advertising, recruitment, and selection for training.

Travel

Education