POSITION SUMMARY:At F&M, our Customer Care Specialists do more than just answer phone calls; they establish and nurture lasting relationships with our valued customers. We are industry leaders because people trust us to handle their financial transactions with the utmost care and attention to detail. To continue this tradition of superior service and accountability, we're looking for a qualified Customer Care Specialist to join our team. Our ideal candidate will have experience with customer service, banking processes, and money management. First and foremost, you must be trustworthy and precise. Your contribution will reinforce our reputation as a trusted bank in the community and the country.OBJECTIVES OF THIS ROLE:
- Provide a high level of customer service, providing answers and assistance with a smile
- Build awareness of new products and services, and identify customer needs to capitalize on the business referral opportunities
- Meet and exceed bank service standards, greeting and acknowledging each customer warmly, and making them feel welcome while complying with bank procedures and security protocols
- Work as a team with other representatives to complete daily tasks, demonstrating respect and professionalism, being prompt, and supporting management with special request as needed
- Help our customers and employees realize their best lives
RESPONSIBILITIES:
- Answers incoming phone calls and transfers calls promptly and efficiently using recommended greeting.
- Provide a full range of customer service-oriented telephone to customers and Bank personnel; greet customers professionally, respond to inquiries, determine appropriate response or direction for the caller; issue messages.
- Perform various customer support duties including customer education of electronic services including online banking, mobile banking, and bill pay services; debit card transaction monitoring; processing account balance or transfer requests, stop payment orders, change of address and other such requests based upon proper customer identification, authorization, and approval.
- Resolve customer concerns, problems, and discrepancies by clarifying issues within given authority; research and explore answers and alternative solutions; reconcile accounts; enter corrections; reverse customer fees or charges with the approval of Bank management; escalate unresolved problems.
- Keep records of customer interactions, process customer agreements and file documents.
- Ensures compliance with all Bank policies and procedures, as well as all applicable State and Federal banking regulations.
- Comply and satisfactorily pass tests for bank policy and regulations that apply to position.
RequirementsQUALIFICATIONS:
- High school diploma or equivalent; or one to three months related experience and/or training; or equivalent combination of education and experience.
- Basic math and computer skills
- Excellent communication, customer service, and time-management skills
- Ability to pass a background check
- Strong dedication to accuracy and efficiency
ADDITIONAL REQUIREMENTS: Certificates and Licenses
Non-Exempt/Hourly Competencies:
- Job Knowledge: Understands duties and responsibilities, possesses necessary job knowledge and technical skills, maintains current job knowledge.
- Productivity: Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.
- Attendance: Employee is expected to adhere to the attendance and break policy and communicate with your supervisor about anticipated time off or modifications to break times.
- Attention to Detail: The level at which tasks are performed carefully, accurately, and in accordance with specific instructions. Consistency of work quality and compliance with standards, requirements, and expectations. The tracking of numerical data and detailed organizational information, and the careful application of grammar, spelling, and punctuation rules.
- Ethics: The level of trustworthiness, character, professionalism, confidentiality, and honesty in dealing with internal or external customers