Customer Support Specialist

Overview

C&F Bank is a growing financial services company focused on creating remarkable experiences for our employees, customers, and communities. We are proud to have enriched the lives of customers and communities in Virginia for 95 years. It is our employees who play an integral role in shaping who we are as a company and upholding what matters most to us : people and relationships.

We offer our teammates a highly competitive benefits package and the personal service, you would expect from a company that knows your community. Our employees enjoy paid time off, multiple retirement savings options, full health care options, in-house health services, volunteer opportunities, career development opportunities, student loan debt and tuition assistance. We are proud to offer those, and so much more, making C&F Bank a desirable place to work and build a career.

We are currently looking to add a valued member to our Customer Support team within our operations space. As a Customer Support Specialist, you will ensure customer satisfaction by providing prompt and accurate solutions to problems and inquiries received by telephone, chat, in writing, and e-mail.  To be successful, the incumbent must be able to multi-task, prioritize, research, uncover consumer needs and resolve customer complaints effectively and efficiently by utilizing reporting, system technology, and product knowledge.

Responsibilities

Phone- Based Customer Support (65%)

• Handle all customer phone calls, customer branch rollover calls and internal retail support line calls in no more than three rings
• Resolves all customer concerns in a timely manner with follow-up, if necessary
• Assess customer needs and suggest additional Bank products and services to meet those needs and deepen / enhance customer relationships
• Navigates C&F Central and additional programs, including Fiserv EFT, CheckFree, Director, LinkLive, Access Manager and BPM in response to customer service requests
• Provide support to Retail branches to include network systems, policies, and procedures, and assist with customer issues
• Maintain confidentiality of customer account information

Email and Chat Customer Support (20%)

Products and Services (5%)

Administrative (5%)

Special Projects / Other Duties (5%)

Qualifications

Knowledge :

Skills :

Abilities :

Education :

Travel : 10%

Physical demands :

Employee may experience the following physical demands for extended periods of time :

Work Environment :

Note :

This job description contains the essential functions, duties, and responsibilities of the position in accordance with the Americans with Disabilities Act (ADA).  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. C&F Bank reserves the right to make future revisions to this job description and the inherent responsibilities of the position based on the needs of the organization.

Equal Employment Opportunity Statement C&F is committed to providing equal employment opportunity to all qualified persons and reaffirms in policy and practice that it shall not discriminate against applicants or employees because of race, color, religion, gender, age (over 40), disability, genetic information, veteran status (disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, Armed Forces service medal veterans, and Vietnam era veterans), national origin, or any other consideration protected by applicable federal, state, or local law. This applies to all areas of employment, including promotion, transfer, layoff, termination, compensation, benefits, recruitment advertising, recruitment, and selection for training.