The Customer Care Center Specialist (CCC Specialist) is responsible for providing support to customers through Phone, Email, Web banking, Chat and Video. This position responds to various inquiries and resolves complex issues; the CCC Specialist is tech savvy and a virtual problem solver. The position is also responsible for ensuring friendly, accurate, timely, and high-quality service and remains abreast of bank policies, as well as state and federal regulations with the ability to adhere to phone, video, and email standards. The CCC Specialist possess enthusiasm for service and a willingness to serve and overcome objections related to various service requests and are also adept at adding value to each customer interaction and have prior experience opening new products and services. CCC Specialists are champions in everything related to our customers. This position is a unionized position through the Communication Workers of America. 

• Ensures all internal and external service level expectations and standards are met
• Adaptable to new technologies and open to changing customer needs
• Provides support to customers through multi-channel platforms: Emails, Phones, Chat and Video

• Positively champions requests from customers and teammates and helps foster an equitable, fun and successful customer service environment by successfully prioritizing duties, possessing a passion for listening and quickly resolving issues

• Communicates the banks mission and vision to our prospective and existing customers
• Seeks opportunities to add value to our customers by identifying and offering the right product or service to meet their needs
• Cross sells to existing and prospective customer through outbound sales efforts to meet department sales and growth goals
• May represents the Bank in the community and demonstrates support of the Bank’s mission and community focus
• Works well independently and efficiently within a team to meet department goals in a professional manner
• Remains abreast of banking products and services
• Adheres to the department service level agreements
• Onboards new customers via Web Banking applications
• Identifies, recommends and upon approval, implements techniques and methods to improve current department/bank procedures and efficiencies
• Interfaces with customers, bank personnel, vendors, agencies, etc., to resolve issues
• Accepts inquiries and follows up with solutions in a timely manner
• Assists customers in navigating Web, Mobile Banking and external services
• Reviews reports daily to assist customers and mitigates risk and potential fraud

• Ensures compliance with all state and federal regulations and internal company policies, including but not limited to BSA / Anti-Money Laundering, Fair Lending, Privacy, and Anti-Discrimination, to the extent each applies to current job responsibilities. This includes successfully taking all online compliance training as assigned within specified due dates.
• Onboards new products and services for consumer and commercial customers including, but not limited to, Checking, Savings, CD’s and Money Markets

• High School diploma or an equivalent combination of education and work experience
• 2+ years of Banking and customer service skills
• Well-developed written and communication skills and the ability to be effectively organized in a fluid environment
• Self-starter and worked with minimum supervision
• Computer literacy in Microsoft application: Word, Excel, and outlook; other software programs needed for performance of duties
• Demonstrated ability to learn new things and prioritize multiple tasks
• Strong knowledge of all deposit related regulatory requirements and guidelines
• Exercises accuracy, alertness, good judgment, initiative, courtesy, tact and patience in dealing with all levels of the organization, as well as with customers, vendors, and suppliers used by the Bank
• Knowledge of State and Federal banking compliance regulations and Bank Secrecy Act
• Comprehensive knowledge of various products and services supported by the bank is preferred
• Strong analytical, problem solving and decision-making skills
• 2 years previous call center or phone and email support is preferred