Customer Care Specialist I

Description

POSITION SUMMARY:

The Customer Care Specialist I is the entry-level role within the Customer Care (Call Center) team and serves as a "Customer Ambassador" for the bank through phone-based and digital channels. This position is responsible for providing exceptional, friendly, and accurate service to customers while following established procedures and escalation paths to higher-level specialists and other departments when needed.

Customer Care Specialists do more than answer phone calls; they establish and nurture positive relationships with customers by actively listening, resolving basic inquiries, and helping customers effectively use F&M products and services. The role supports the bank’s service standards by ensuring each interaction is handled with professionalism, accuracy, and attention to detail, reinforcing F&M’s reputation as a trusted community bank.

OBJECTIVES OF THIS ROLE:

• Provide a high level of customer service, offering accurate answers and assistance with a positive, professional attitude.
• Build awareness of F&M’s products and services, identifying customer needs and referring opportunities to the appropriate bankers or departments.
• Meet and exceed bank service standards by greeting and acknowledging each caller warmly, making them feel welcome, and complying with all procedures and security protocols.
• Work as a team with other Customer Care Specialists to complete daily tasks, demonstrating respect, professionalism, punctuality, and strong follow-through.
• Help customers and employees by resolving issues efficiently and reinforcing F&M’s reputation as a trusted community bank.

RESPONSIBILITIES:

Customer Contact & Call Handling

• Answer inbound internal and external customer calls using the approved greeting, tone, and scripting; ensure prompt, courteous, and professional interactions on every call.
• Manage a high volume of calls, including general inquiries, simple service requests, and transfers to other departments or team members when appropriate
• Accurately transfer phone calls using established call routing procedures, ensuring warm hand-offs whenever possible.
• Take clear, concise messages and document call details in the bank’s systems to support follow-up and service continuity.

Basic Account Inquiry & Transaction Support (Level One)

• Initiate and/or complete basic account inquiries such as balances, recent transactions, payoff information within authority, and product questions, verifying customer identity per policy.
• Initiate and complete simple account transaction requests (for example, internal account-to-account transfers, loan payments, or other routine transactions) within established limits and procedures.
• Initiate statement-related requests and complete basic statement changes when within Level One authority; route more complex or exception items to designated staff or higher-level specialists.
• Clearly explain timelines and next steps to customers when a request will be completed by another team or a higher-level specialist.

Debit Card Support

• Provide debit card assistance and maintenance at the Level One scope, including card activation guidance, PIN reset instructions, and basic transaction questions, following security and authentication procedures.
• Initiate and complete routine debit card maintenance requests (such as adding travel notes or updating contact information as permitted) using the appropriate banking systems.
• Initiate debit card limit increase requests and complete all required documentation so they can be reviewed and approved at the appropriate level of authority.

Digital Banking & Bill Pay Support

• Educate customers on and assist with online banking, mobile banking, and other digital self-service tools, including enrollment, password resets, and basic navigation.
• Provide first-level support and reporting for BillPay inquiries, initiating research tickets or escalations for items that require additional investigation.
• Encourage safe and effective use of digital channels, reinforcing F&M’s security practices and fraud-prevention guidance.

Documentation, Voicemail, and Imaging

• Retrieve, document, and resolve voicemail tasks in accordance with department service standards, including timely callbacks and accurate notation of outcomes.
• Scan and index documents to the Director imaging system (or other designated repository) using correct document types, indexing standards, and quality controls.
• Maintain accurate electronic records of customer interactions, service requests, and outcomes to support auditability, compliance, and customer satisfaction.

Product & Service Knowledge / Referrals

• Maintain foundational knowledge of F&M’s deposit products, digital banking tools, and basic lending and service offerings suitable for a Level One specialist.
• Listen for customer needs and opportunities, provide information on appropriate products and services, and refer customers to branch staff or personal bankers for account opening or more complex needs.
• Support bank initiatives, campaigns, and promotions by explaining benefits and features of targeted products during customer interactions.

Service Recovery, Problem Resolution & Escalation

• Clarify customer issues, ask probing questions, and research available information to resolve concerns within the Level One authority and scope.
• Reconcile basic account discrepancies, post corrections within authority, and follow established procedures for fee or charge reversals that require management approval.
• Identify situations requiring additional expertise (fraud concerns, complex transaction disputes, non-standard requests) and follow appropriate escalation paths to higher-level Customer Care Specialists, branch personnel, or specialty departments.

Teamwork, Training, and Continuous Improvement

• Participate actively in team huddles, training sessions, and coaching conversations to strengthen product knowledge, system proficiency, and customer-service skills.
• Provide feedback on recurring customer issues, system challenges, or process gaps to help improve procedures and customer experience.
• Demonstrate reliability in meeting schedule commitments, adhering to adherence/occupancy expectations, and supporting peers during high-volume periods.
• Perform other duties as assigned, consistent with the nature of the position and the needs of the Customer Care department.
• Other Duties as assigned

Requirements

QUALIFICATIONS:

• High school diploma
• Basic math and computer skills
• Excellent communication, customer service, and time-management skills
• Ability to pass a background check
• Strong dedication to accuracy and efficiency

ADDITIONAL REQUIREMENTS: Valid Driver’s License COMPLIANCE:

• As generally applicable to F&M Bank and commensurate with these job functions, this job role includes accountabilities for following Bank policies and related procedures, as well as regulatory requirements involving federal and state laws, regulations, and related guidance.
• Compliance with Bank Secrecy Act (BSA), including accurate completion of Currency Transaction Reports (CTR) when applicable, Anti-Money Laundering Act (AML), Office of Foreign Asset Control (OFAC) and the USA PATRIOT Act. Adhere to Customer Identification, Customer Due Diligence and reporting of suspicious activities to the BSA Department.

NON-EXEMPT/HOURLY COMPETENCIES:

• Job Knowledge: Understands duties and responsibilities, possesses necessary job knowledge and technical skills, maintains job knowledge current.
• Productivity: Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.
• Attendance: Employee is expected to adhere to the attendance and break policy and communicate with your supervisor about anticipated time off or modifications to break times.

Salary Description

Pay Grade: B