About this role
Salary Grade:13C
Summary
The Client Care Specialist I is responsible for delivering superior client experience through both inbound and outbound calls. The Specialist I role serves as a key point of contact for clients, handling inquiries, resolving issues, and providing timely and accurate information with a high level of professionalism and care. The Specialist I demonstrates comprehensive knowledge of the Mutual Bancorp, which supports Cape Cod 5 and Fidelity Bank, products and services. The Specialist I will have the ability to understand callers and determine their needs/questions and the ability to resolve most customer inquiries independently. The role holds the demonstrated competency using the systems and platforms used within Client Care.
ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES
- Client Care Specialists are responsible for delivering superior client service through both inbound and outbound calls and email inquiries, regarding their accounts and all Mutual Bancorp products, including financial transactions.
- Documents all interactions with clients in CRM database by entering or updating information accurately to reflect the client interaction and resolution.
- Authenticates clients adhering to enterprise-level guidelines to properly identify and protect clients. Identify fraudulent activities to protect the bank and clients.
- Assists in client support for online/mobile banking and telephone banking.
- Provides support for other departments.
- Recommend Cape Cod 5 and Fidelity Bank, products and services using a client need-based assessment and ensure that the highest level of client service is provided.
- Solicit higher-level approval for all situations exceeding experience/training, department scope, or assigned level of authority.
- Meet service level deadlines and other performance targets or requirements.
- Comply with all client confidentiality and privacy policies, as well as all enterprise-level, state and Federal regulations.
QUALIFICATIONS
EDUCATION & CERTIFICATIONS
- High School degree or GED and willingness to pursue higher education.
- One year customer service experience.
KNOWLEDGE, SKILLS & ABILITIES
- Superior customer service, written, and verbal communication skills.
- The ability to speak in a clear and pleasant manner, use excellent listening comprehension skills to understand callers and determine their needs/questions.
- Excellent oral and written communications skills, critical thinker and detail oriented.
- Excellent problem-solving skills, ability to prioritize and multi-task.
- Strong understanding of online navigation, digital bank services, and applications.
- Proven ability to learn and use multiple computer programs, including Microsoft Word, Excel, multiple platform automation, and client information tracking systems.
- Working knowledge of PCs, current Windows operating systems, Microsoft Office, Internet, and other software systems. Knowledge of mobile device platforms including Android and Apple iOS systems.
- Must have cyber security awareness to protect the digital environment, Mutual Bancorp and clients.
COMPETENCIES
- Superior Focus on Customer Service
- Technology Savviness/Digital Enthusiast
- Financial Comprehension
- Adaptability, Flexibility, and a Nimble Learner
- Problem Resolution Focused
- Solid Decisions Making/Judgement