Customer Solutions Specialist

• Responsible for staying up to date on and complying with all applicable banking laws and regulations as well as CNB policies and procedures.
• Utilize tact and experience-based knowledge to resolve customer complaints.
• Assist customers with funds verification, phone transfers, statement research, wire transfer requests, debit card disputes over the phone and in person.
• Resolve customer concerns or questions regarding their online banking and bill pay.
• Re-indexing driver’s licenses and SSN cards for all other branches to and from accounts.
• File customer dispute forms for unauthorized purchases.
• Assist new accounts representatives with signature card inquiries.
• Verify all address changes are completed and make changes when necessary.
• Contact customers when mail is returned to the bank for the first time.
• Perform audits for hold mail and signature cards on a regular basis.
• Monitor dormant account procedures.
• Provide switchboard operator relief when needed.
• Maintain regular and punctual attendance.
• Work cooperatively with others.
• Work overtime as needed.
• Performs other duties as required or assigned which are reasonably within the scope of the duties in the job classification.

• Friendly customer etiquette on the phone and in person.
• Professionalism with staff.
• Ability to use good judgment when providing customer information.
• Ability to operate various office machines.
• Ability to deal effectively and tactfully with customers and personnel of other departments.
• Ability to work in a team environment.
• Ability to adapt to technological changes and apply new knowledge to responsibilities.
• Ability to maintain good customer service even if conditions are not favorable ie., computer systems down, phone systems not working properly, staff shorthanded.

Working Conditions

• Considerable effort and eyestrain from continuous computer use.
• Busy office environment with varied noise and at times of heavy distraction.

Physical Requirements

• Occasionally move office equipment, and files weighing 10+ pounds.
• Constantly operates a computer, a calculator, copy machine, printer, and other office equipment.
• Must be able to remain in a stationary position for long periods of time to process work and assist customers.