Job Description
Customer Care Specialist II

Classification: Non-Exempt

Reports to: Customer Care Team Lead

Work Location: Operations Center - Meridian, MS

Schedule Requirements:

• Must be available to work 28 hours per week, Monday through Saturday


• Up to 25 hours scheduled MondayFriday between 12:00 PM and 6:00 PM
  
  
  
  • One weekday off: Tuesday, Wednesday, or Thursday
  
  
  
  


• 3 hours every Saturday, from 9:00 AM to 12:00 PM


• Shifts will be assigned based on business needs


• Final schedule will be determined by your manager

Summary/Objective

The Customer Care Specialist (CCS) is responsible for delivering excellent customer service while answering a high volume of customer calls. This position is a vital link between the customer and other employees of the bank.

Primary Functions

1. Adheres to the Bank's Vision, Mission Statement, Moments of Truth, Core Competencies, and Sales and Service Standards.


2. Responsible for receiving, evaluating, and responding to a high volume of customer inquiries to provide resolutions promptly.


3. Builds customer loyalty by establishing rapport with customers and responding tactfully and responsively. Takes ownership of customer issues appropriately rather than referring them to another bank employee or manager.


4. Maintains an effective level of knowledge of the Bank's products and services.


5. Sends referrals to the retail banks utilizing CNB's Customer Relationship Management software. Maintain open communications with the branches and other departments.


6. May train and/or mentor new or less experienced team members.


7. May review and process Mobile and ATM deposits.


8. May utilize digital channels for customer communication.

Secondary Functions

1. Review and index documents created for Digital Branch as needed.


2. Perform outgoing calls for, but not limited to, Digital Branch and Retail, as necessary.


3. Create and send outbound emails for, but not limited to, Digital Branch and Retail, as necessary.


4. Input results from outbound call and email results into the Bank's CRM system.


5. Utilize the chat feature to communicate with customers as needed.


6. Perform any other duties required by Digital Branch or Retail as necessary.

Supervisory Responsibility

None

Work Environment

This job operates in a professional environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and scanners.

Physical Demands

Prolonged periods working at a desk

Position Type/Expected Hours of Work
This is a full-time or part-time position. Days and hours vary.

Travel
None

Required Education, Experience, and Skills

1. High school graduate or GED.


2. Ability to work in a team environment within close proximity.


3. Demonstrated professionalism and articulate with warm, professional oral communication skills.


4. Patience with challenging and difficult customer service issues.


5. Banking or call center experience.


6. Opportunity resolution experience.

Preferred Education and Experience

Post High School Education or related experience.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Job #618049