Customer Care Center Specialist I Full-Time

  • HomeTrust Bank
  • Asheville, NC, USA
  • Dec 05, 2018
Financial Services

Job Description

Location: 1900 Ridgefield Boulevard, Asheville, NC 28806
Hours : Full-Time, 40 hours/week, Schedule as follows:
Mon 9-7
Tues 10-7
Wed 8-2
Thurs 10-7
Fri 8-6
* 1 hour lunch for any days 8 hours or longer
ROLE SUMMARY :
The Customer Care Center Specialist I ("CCC Specialist I) provides technical, general, and professional support to internal and external customers. The CCC Specialist I is involved in daily operations of all Electronic Services used by our Personal customers including Automated Telephone Banking, Retail Online Banking, Mobile Banking, Debit Card support and providing Deposit/Loan Account information.
SPECIFIC JOB FUNCTIONS :
  • Promotes the growth and prosperity of the Bank by professionally serving the needs of customers with a focus on top-quality customer service
  • Responsible for giving appropriate directions to customers regarding support issues
  • Provide technical and professional support to customers in a friendly and efficient manner
  • Work with Customer Care Center supervisors and other key personnel to monitor and guarantee the smooth functioning of the Digital Banking systems
  • In coordination with the Bank's Training Department, the CCC Specialist I provides assistance in training bank personnel on the features and advantages of online banking
  • Preparing reports for any downtime and detailing root causes
  • Serve as a communication point, both to receive reports of security incidents from customers and to disseminate vital information to the bank's Information Security Officer about security incidents
  • Special projects or duties as assigned by Supervisor
KNOWLEDGE/SKILLS REQUIRED:
  • Able to provide an excellent customer service experience with strong verbal skills, ability to relate to all personalities and be solution-oriented
  • Strong understanding of Digital Banking systems, including internet browsers and Smartphone technologies
  • Professional and effective communication skills and interpersonal skills
  • Must be able to assist system users in problem identification and resolution
  • Analytical and sound decision making skills are necessary
  • Comfortable working in a team environment
  • General business use of personal computer applications including Microsoft Word, Excel and Internet Explorer

COMPETENCIES REQUIRED :
Action Oriented
Enjoys working hard; is action oriented and full of energy for the things he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others .
Interpersonal Savvy
Relates well to all kinds of people - up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably.
Customer Focus
Approaches each conversation with the mindset and focus of making it easier and better to bank at HomeTrust. Is dedicated to meeting the expectations and requirements of internal and external customers; Gets first-hand customer information and informs/shares information accordingly through appropriate channels; Always seeks to uncover information that may lead to improvements in processes and efficiencies; Seizes opportunities to glean critical information from customers; Consistently begins each customer interaction with the desire to understand and uncover immediate frustration and reason for the call, but digging deeper to try and solve for future needs, eliminating the need for future calls.
Learning on the Fly
Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
Problem Solving
Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.
Dealing with Paradox
Can act in ways that seem contradictory; is very flexible and adaptable when facing tough calls; can combine seeming opposites like being compassionately tough, stand up for self without trampling others, set strong but flexible standards; can act differently depending upon the situation; is seen as balanced despite the conflicting demands of the situation.
Job requirements :
  • Associates degree in computer or business related field or equivalent work experience
  • 1 year experience in direct client/customer service
  • Demonstrated proficiency in consumer technologies and common desktop applications
  • Prior experience with Digital Banking systems recommended
  • ** EOE/Protected Veterans/Individuals with Disabilities