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TITLE: Customer Care Specialist

REPORTS TO: Vice President – Customer Care

CLASSIFICATION: Full Time, Non Exempt

PAY GRADE: NE 20 ($17.00 - $25.89 per hour)

AVAILABILITY: Monday-Tuesday 8:00am-4:30pm, Wednesday 10:30am-7:00pm, Thursday 9:00am-5:30pm, Friday 8:00am-4:30pm, Saturday 8:00am-1:30pm

*1 Saturday per month required

Position Summary:

The Customer Care Specialist is a fast-paced, multi-functional position, responsible for all facets of customer service. The Customer Care Specialist will provide service to customers through the phone, the ITM (an on-screen, video experience), email, chat and transact mobile deposits and processing of mailed transactions. Responsible for processing transactions, providing education on products and services and facilitating guidance for digital needs. Will possess the ability to proactively engage in professional, positive, and productive communication through all customer points of contact into the Customer Care Center. Help enrich our customer’s lives by answering questions, solving problems, and providing solutions to ensure an effortless banking experience for our customers. With a commitment to being a learner and problem solver, this individual will always focus on doing the right thing for our customers.

Essential Job Functions:

+ Provides answers to bank or financial related questions including but not limited to account balances, transaction inquiries, problems or discrepancies related to customer accounts/loans, debit cards, fees, fraudulent activity, technical support for Pioneer technology products and services and more.

+ Manages large amounts of inbound calls in a timely, professional, and courteous manner supporting bank customers and bank retail locations as after-hours operational support.

+ Provides resolution to any customer issue on the initial phone call when appropriate and always provides the customer with a World Class Service experience.

+ Keeps a comprehensive record of all calls and/or interactions in Salesforce, a customer relationship management system.

+ Navigates multiple computer systems while interacting with customers.

+ Understands and maintains compliance with Bank policies and procedures and applicable laws and regulations, including BSA, AML, and Reg E., and Reg CC.

+ Conducts customer transactions received through mail, online banking and ITMs (on-screen, video experience). Performs routine member transactions including deposits, withdrawals, loan payments, transfers, and check cashing, change of addresses, travel notifications, etc.

+ Process mobile deposit transactions daily, multiple times a day.

+ Responds to customer emails and/or Pioneer’s online banking Chat feature providing answers to bank or financial related questions including but not limited to account balances, transaction inquiries, problems or discrepancies related to customer accounts/loans, debit cards, fees, fraudulent activity, technical support for Pioneer technology products and services and more.

+ Identifies customer’s needs to help customers reach their financial goals, clarifies information, researches every issue and provides lasting solutions and/or alternatives.

+ Performs Concierge job duties when necessary.

+ Performs clerical duties related to Customer Care as well as other duties as requested.

Education & Experience:

+ A high school diploma or GED required.

+ Minimum of 6 months of Retail and/or Customer Service experience required.

+ Working knowledge of PC’s, smart phone technology (IOS and Android), Windows environment, Microsoft Office Suite, and capacity to learn banking and customer relationship management systems.

+ Must be comfortable with working within a video environment.

As an Equal Opportunity / Affirmative Action Employer, Pioneer Bank will not discriminate in its employment practices due to an applicant’s race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, transgender status, age, national origin, marital status, citizenship, physical and mental disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, a disabled, special, recently separated, active duty wartime, campaign badge, Armed Forces service medal veteran, or any other characteristics protected under applicable law.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.