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Job Details

Retail Support Specialist II

Location
Toano, VA, United States

Posted on
Aug 04, 2022

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OverviewnC&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.n n As a Retail Support Specialist, you will ensure customer/retail satisfaction by providing prompt and accurate solutions to problems and inquiries received by telephone, email, and the Retail Support Request site. Provide guidance and support to branch personnel for issues related to compliance and regulatory policies and procedures, customer service, and other branch operational needs.  To be successful, the incumbent must be able to multi-task, prioritize, research, uncover consumer needs and resolve customer/retail complaints effectively and efficiently by utilizing reporting, system technology, and product knowledge.nResponsibilitiesnPhone-Based Retail Supportnn Handle all internal retail calls in no more than three rings.n Assess customer/retail needs and suggest additional Bank products and services to meet those needs and deepen/enhance customer relationships.n Navigate C&F SharePoint and additional programs, including Fiserv EFT, CheckFree, Director, Access Manager and BPM in response to customer service requests.n Provide guidance and support to branch management and personnel via phone, email, and Retail Support Request site in a timely, accurate and professional manner. n Monitor and ensure smooth operations within the branches from the standpoint of customer relations, security, risk, and operations through regulatory and procedural compliance. n Skill to detect a fraudulent situation via verbal or written communication and the understanding of how to proceed and/or escalate.nnEmail-Based Retail Support  nn Ability to articulate communication through written correspondence. n Knowledge of formal business writing standards. n Competence to be concise, professional, and mindful of your tone. n Resolves all customer/retail account issues and concerns in a timely manner with follow-up, if necessaryn Maintain confidentiality of customer account information.nnProducts and Servicesnn Develop and maintain a working knowledge of all products and services offered by the Bank.n Maintain an understanding of, and complies with, applicable banking regulations as well as internal policies and procedures. Protects customer information with high sense of accuracy and urgency.n Ensures full knowledge of all digital banking services through personal utilization of these services to effectively communicate all features and benefits to both the customer and prospects while also maintaining the ability to answer questions regarding functionality. n Participates in on-going training in Banku2019s products, services, and system technology relating to customer/retail support.nnSpecial Projects/Other Dutiesnn Review and approve Power of Attorney documents and other legal documents related to deposit account customers to ensure compliance with bank policy and minimize risk. n Assists with special projects and other duties as assigned.n Contributes to updating and communicating branch policy. n Supports all internal departments when required.n Responsible for gathering and reporting necessary exam and audit material.nnQualificationsnEducation and Experiencenn High school diploma or equivalent is required. n 6 months of assessing and meeting the needs of customers or solving customer problems experiencen 6 months of Customer Service, Financial Services or Contact Center experiencen A combination of education and experience will be considerednnKnowledge, Skills, and Abilitiesnn Two years customer support experience in a bank or retail environment (or a combination) preferred; demonstrated proficiency in the use of standard PC software packages such as Microsoft Office Suite. n Effective organizational and time management skills, strong attention to detail and basic math skills are required. Excellent communication, problem resolution, and PC skills are required. Exceptional telephone etiquette and clear and concise writing skills are also required; skilled in identifying sales and cross sale opportunities. Basic knowledge of technology (i.e., mobile device, browsers, iOS systems) are required.n Ability to communicate effectively with people at all levels is required; effectively communicate information clearly through all media channels. Demonstrates flexibility and commitment in a team environment.nnPhysical demands:   nEmployee may experience the following physical demands for extended periods of time:  View multiple computer monitors, keyboarding, sitting, motion of fingers/hands/wrists, and standing/walking.n nWork Environment: nWork is performed in an operational office environment.n nC&F Bank endeavors to make ****to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, email ****. When you do so, please identify the type of accommodation or assistance you are requesting so we can better assist you. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.nC&F Bank is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, religion, creed, sex, age, sexual orientation, marital status, gender identity, pregnancy, genetic information, gender expression, national origin, disability status, military status or protected veteran status, and other categories protected by federal, state or local law. Click here to learn more about our EEO Policy Statement.nEEO is the Law: Applicants and employees are protected under Federal law from discrimination. Click here to learn more.nEEO is the Law Supplement: Click here for more information.nPay Transparency Nondiscrimination Provision: Click here to learn more.nWe only accept applications for current, open and specific positions and cannot accept general inquiries or keep resumes on file.

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