{"id":4272217,"url":"https://alion.io/job/ofic-customer-care-specialist-i","title":"Customer Care Specialist I","company":{"id":2107515,"name":"OFIC","domain":"ofic.org","url":"https://alion.io/company/ofic","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paylocity","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Archbold, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-13T13:19:49Z","employer_posted_date":"2026-11-13","last_verified_at":"2026-11-13T18:11:47Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Description\nPOSITION SUMMARY:\nThe 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.\nCustomer 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.\nOBJECTIVES OF THIS ROLE:\nProvide a high level of customer service, offering accurate answers and assistance with a positive, professional attitude.\nBuild awareness of F&M’s products and services, identifying customer needs and referring opportunities to the appropriate bankers or departments.\nMeet and exceed bank service standards by greeting and acknowledging each caller warmly, making them feel welcome, and complying with all procedures and security protocols.\nWork as a team with other Customer Care Specialists to complete daily tasks, demonstrating respect, professionalism, punctuality, and strong follow-through.\nHelp customers and employees by resolving issues efficiently and reinforcing F&M’s reputation as a trusted community bank.\nRESPONSIBILITIES:\nCustomer Contact & Call Handling\nAnswer inbound internal and external customer calls using the approved greeting, tone, and scripting; ensure prompt, courteous, and professional interactions on every call.\nManage a high volume of calls, including general inquiries, simple service requests, and transfers to other departments or team members when appropriate\nAccurately transfer phone calls using established call routing procedures, ensuring warm hand-offs whenever possible.\nTake clear, concise messages and document call details in the bank’s systems to support follow-up and service continuity.\nBasic Account Inquiry & Transaction Support (Level One)\nInitiate and/or complete basic account inquiries such as balances, recent transactions, payoff information within authority, and product questions, verifying customer identity per policy.\nInitiate and complete simple account transaction requests (for example, internal account-to-account transfers, loan payments, or other routine transactions) within established limits and procedures.\nInitiate 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.\nClearly explain timelines and next steps to customers when a request will be completed by another team or a higher-level specialist.\nDebit Card Support\nProvide 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.\nInitiate and complete routine debit card maintenance requests (such as adding travel notes or updating contact information as permitted) using the appropriate banking systems.\nInitiate debit card limit increase requests and complete all required documentation so they can be reviewed and approved at the appropriate level of authority.\nDigital Banking & Bill Pay Support\nEducate customers on and assist with online banking, mobile banking, and other digital self-service tools, including enrollment, password resets, and basic navigation.\nProvide first-level support and reporting for BillPay inquiries, initiating research tickets or escalations for items that require additional investigation.\nEncourage safe and effective use of digital channels, reinforcing F&M’s security practices and fraud-prevention guidance.\nDocumentation, Voicemail, and Imaging\nRetrieve, document, and resolve voicemail tasks in accordance with department service standards, including timely callbacks and accurate notation of outcomes.\nScan and index documents to the Director imaging system (or other designated repository) using correct document types, indexing standards, and quality controls.\nMaintain accurate electronic records of customer interactions, service requests, and outcomes to support auditability, compliance, and customer satisfaction.\nProduct & Service Knowledge / Referrals\nMaintain foundational knowledge of F&M’s deposit products, digital banking tools, and basic lending and service offerings suitable for a Level One specialist.\nListen 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.\nSupport bank initiatives, campaigns, and promotions by explaining benefits and features of targeted products during customer interactions.\nService Recovery, Problem Resolution & Escalation\nClarify customer issues, ask probing questions, and research available information to resolve concerns within the Level One authority and scope.\nReconcile basic account discrepancies, post corrections within authority, and follow established procedures for fee or charge reversals that require management approval.\nIdentify 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.\nTeamwork, Training, and Continuous Improvement\nParticipate actively in team huddles, training sessions, and coaching conversations to strengthen product knowledge, system proficiency, and customer-service skills.\nProvide feedback on recurring customer issues, system challenges, or process gaps to help improve procedures and customer experience.\nDemonstrate reliability in meeting schedule commitments, adhering to adherence/occupancy expectations, and supporting peers during high-volume periods.\nPerform other duties as assigned, consistent with the nature of the position and the needs of the Customer Care department.\nOther Duties as assigned \nRequirements\nQUALIFICATIONS:\nHigh school diploma\nBasic math and computer skills\nExcellent communication, customer service, and time-management skills\nAbility to pass a background check\nStrong dedication to accuracy and efficiency \nADDITIONAL REQUIREMENTS: Valid Driver’s License COMPLIANCE:\nAs 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.\nCompliance 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.\nNON-EXEMPT/HOURLY COMPETENCIES:\nJob Knowledge: Understands duties and responsibilities, possesses necessary job knowledge and technical skills, maintains job knowledge current.\nProductivity: Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.\nAttendance: 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.\nSalary Description\nPay Grade: B","description_format":"text","description_chars":7848,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Higher Education","Nonprofits & Foundations"],"lifecycle":[{"event":"open","at":"2026-11-13T18:11:47Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":10,"reasons":["conf:1","win:early","comp:junior"],"computed_at":"2026-11-13T20:10:23Z"},"pay":null,"html_url":"https://alion.io/job/ofic-customer-care-specialist-i","json_url":"https://alion.io/job/ofic-customer-care-specialist-i.json","meta":{"generated_at":"2026-11-13T20:10:23Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":40213,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2107515},"rest":"https://alion.io/mcp/rest/get_company?id=2107515"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fofic-customer-care-specialist-i"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fofic-customer-care-specialist-i"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fofic-customer-care-specialist-i"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ofic-customer-care-specialist-i\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fofic-customer-care-specialist-i"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4272217}},{"tool":"search_jobs","arguments":{"company":"ofic.org","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4272217},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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