The Customer Care Specialist II performs advanced customer service, account servicing, customer research, business relationship support, and problem-resolution activities while serving as a subject matter expert within the Customer Care Department. This position handles complex customer inquiries, advanced digital banking and payment solutions, complex business banking inquires, complex loan-related questions, and escalated customer concerns. The Customer Care Specialist II independently researches and resolves issues, leads or participates in special projects, supports employee training and development, identifies opportunities to improve operational efficiency, and contributes to the delivery of an exceptional customer experience.

Essential Duties and Responsibilities:

Customer Service & Relationship Management

• Deliver exceptional customer service through telephone, email, chat, and other communication channels.

• Serve as a resource for complex customer questions and service requests.

• Respond to escalated customer inquiries and concerns, utilizing sound judgment to identify appropriate solutions.

• Build and strengthen customer relationships through professional and personalized service.

• Promote customer retention by effectively resolving customer issues and concerns.

• Utilize a consultative approach to identify customer needs and recommend appropriate consumer and business banking products, services, digital solutions, and payment options. 

Account Servicing & Maintenance

• Perform routine and advanced account servicing and maintenance functions.

• Research and resolve complex account issues, discrepancies, and transaction inquiries.

• Process account ownership changes, beneficiary updates, and other non-routine maintenance requests.

• Coordinate with internal departments to ensure timely resolution of customer requests.

• Maintain accurate documentation and records related to customer interactions and servicing activities.

Digital Banking & Payment Services

• Assist customers with online banking, mobile banking, bill payment, mobile deposit, and other electronic banking services.

• Troubleshoot advanced digital banking issues and customer access concerns.

• Support debit card servicing, transaction research, and customer inquiries related to payment services.

• Educate customers regarding available digital banking tools and self-service solutions.

• Support initiatives and conduct outreach to increase customer utilization of digital banking platforms and self-service tools. 

• Assist customers and business members with transitioning from traditional payment methods to digital payment solutions. 

Product Knowledge & Referrals

• Develop and maintain knowledge of banking products and services.

• Identify opportunities to refer customers to additional banking products and services.

• Support the Bank's sales and customer relationship goals through effective customer conversations.

Deposit Products Specialized Services

• Assist customers with deposit products and services.

• Support servicing activities related to specialized deposit products, including IRAs, HSAs, and other assigned products.

• Assist with online account opening support and related account servicing activities.

• Support consumer and business deposit account servicing requests, including complex account maintenance activities. 

• Maintain a comprehensive understanding of deposit products, services, and applicable procedures.

Problem Resolution & Research

• Conduct detailed research involving customer accounts, transactions, products, and services.

• Resolve complex or recurring customer issues requiring investigation across multiple systems or departments.

• Exercise independent judgment in the resolution of customer concerns within established authority levels.

• Identify trends and recurring customer issues and recommend process improvements to enhance service quality and efficiency.

• Escalate issues to management when appropriate.

Loan Support

• Serve as a resource for customers and team members regarding complex loan servicing inquiries.

• Research and explain loan payment activity, payoff information, escrow activity, payment application, and loan transaction history.

• Assist customers with online and electronic loan payment services.

• Coordinate with the Loan Department regarding advanced servicing requests and issue resolution.

• Maintain a strong understanding of loan products and related servicing processes.

Department Support, Training & Project Management 

• Serve as a knowledgeable and escalation resource for team members regarding products, services, procedures, and customer service standards.

• Assist with onboarding, training, and development of new employees.

• Assist with the development and delivery of departmental training and knowledge-sharing initiatives.

• Provide informal coaching, guidance, and support to team members as needed.

• Lead or participate in special projects, system implementations, workflow enhancements, and departmental initiatives.

• Assist management in identifying opportunities to improve operational efficiency, streamline processes, and enhance customer experience.

• Participate in testing, implementation, and rollout of new products, services, systems, and procedures.

• Support organizational efforts related to digital transformation, payment modernization, and process improvement initiatives.

Compliance & Operational Responsibilities

• Adhere to all Bank policies, procedures, security requirements, and regulatory expectations.

• Complete required training and professional development activities.

• Maintain confidentiality of customer and Bank information.

• Consistently meet established service, quality, productivity, and compliance standards.

Minimum Qualifications:

Education

• High School Diploma or GED required.

Experience

• Minimum three (3) years of banking or financial services experience required.

• Minimum one (1) year of call center experience required.

• Experience with deposit account servicing and digital banking support required.

Knowledge, Skills, and Abilities

• Advanced knowledge of deposit products and services.

• Demonstrated ability to serve as a subject matter expert and resource for team members.

• Strong understanding of digital banking products and electronic banking services.

• Strong understanding of business banking products, services, and cash management solutions.

• Ability to consult with customers to identify financial service needs and recommend appropriate solutions. 

• Demonstrated ability to lead projects, manage assignments, and contribute to organizational initiatives. 

• Ability to train, coach, and mentor team members. 

• Ability to independently research and resolve complex customer issues.

• Strong verbal and written communication skills.

• Excellent organizational and time management skills.

• Strong process improvement mindset with the ability to identify efficiencies and recommend operational enhancements. 

• Ability to effectively manage multiple priorities and deadlines.

• Ability to work both independently and collaboratively in a team environment.

• Proficiency with banking software systems and Microsoft Office applications.

General Statement

The duties and responsibilities described above are representative of the nature and level of work assigned to this position and are not intended to be an exhaustive list. Responsibilities may vary based on business needs, employee training, experience, certifications, and assigned departmental functions.

Working Conditions

• Physical surroundings are generally pleasant and comfortable with protection from weather conditions but not necessarily from temperature changes.

• Ability to sit or stand with freedom of movement, regularly alternating between both positions.

• Frequently lifting one to ten pounds; occasionally lifting up to 50 pounds. 

• Extensive operation of computers and other office equipment requiring dexterity and coordination and frequent use of hands.

Those holding this position must be capable of performing all duties and responsibilities, either unaided or with the assistance of a reasonable accommodation, as determined by management.

The Bank has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the bank reserves the right to change this job description and/or assign tasks for the employee to perform, as the Bank may deem appropriate.