Customer Care Advisor

The Customer Care Solutions Advisor serves as an advanced resource within the Customer Care Team, responsible for resolving complex customer needs, supporting digital banking solutions, and ensuring seamless service experience across all channels. This role operates with a high level of ownership and authority, handling escalated and non-routine requests while minimizing customer effort and internal handoffs. The Specialist acts as a subject matter expert in both customer service and digital banking, supporting customers and internal partners with efficient, accurate, and solution-oriented outcomes. In addition, this role plays a key part in strengthening team capability by sharing knowledge, supporting training, and identifying opportunities to improve processes and service delivery.

Professional Communication & Customer Experience

• Serve as a first point of contact for customer and internal inquiries via phone, email, and digital channels
• Deliver warm, professional, and relationship-focused service in every interaction
• Take full ownership of customer needs, ensuring timely and accurate resolution
• Minimize transfers by proactively identifying solutions and utilizing available resources
• Deliver clear, confident, and professional communication to customers and internal partners
• Model a positive, solution-oriented approach aligned with the Customer Care Team vision
• Serve as a primary resource for complex, escalated, or non-routine customer inquiries. Resolve advanced service requests, including account maintenance, exceptions, and higher-risk transactions within authority limits

Account Servicing & Support

• Assist customers with routine account servicing, including: Account inquiries, transaction research, stop payments and check orders, debit card support, loan payment and payoff inquiries, along with product and service questions.
• Process customer requests accurately and in accordance with bank policies and procedures
• Escalate more complex issues appropriately while maintaining ownership of the experience 

Digital Banking Support

• Support customers with online and mobile banking, including: Enrollment, access, and password resets, bill pay setup and servicing, and navigation and usage support across digital platforms
• Troubleshoot basic and advanced digital banking and device-related issues (mobile apps, online access)
• Promote adoption of digital solutions as part of the overall customer experience
• Act as a subject matter expert for digital banking platforms, including online and mobile banking
• Provide one-on-one support to customers using available tools (including remote assistance when appropriate)
• Support internal teams with digital-related questions and problem resolution
• Identify trends in digital issues and recommend enhancements to improve customer experience and usability 

Operational Excellence & Risk Awareness

• Ensure all interactions and transactions comply with bank policies, procedures, and regulatory requirements
• Maintain accuracy and attention to detail in all customer service activities
• Support service level goals related to responsiveness, quality, and efficiency
• Assist with call tracking, documentation, and reporting as needed 

Team Collaboration & Growth

• Partner effectively with banking centers, operations, and internal teams to support customer needs
• Contribute to a positive, team-oriented environment focused on service excellence
• Continuously build knowledge of bank products, services, and systems
• Participate in training and development to expand capabilities across service areas

• Bachelor's degree preferred, plus three years related banking experience, or equivalent combination of education and experience.
• Knowledge and interest in connecting customers to available products and technology.
• Ability and interest in acting as a go-to resource for department staff.
• Solid working knowledge of deposit products and services, online/mobile banking support, fraud red flags and escalation protocols.
• Knowledge of common mobile technology for both iPhone and Android.
• Knowledge of troubleshooting with various web browsers (Chrome, Safari, Firefox, Edge).
• Ability to successfully educate others regarding the use of bank technology.
• Proficient knowledge of Microsoft Office products, including Outlook, Excel and Word.
• Adaptable, flexible, and able to work department hours, including some evenings and weekends, as needed.

Preferred Skills and Attributes:

• Skilled at managing and resolving complex or sensitive customer issues.
• Able to de-escalate while protecting the bank’s policies and risk exposure.
• Demonstrates good judgement in ambiguous situations.
• Speaks clearly and confidently with a professional tone.
• Demonstrates strong active listening skills.
• Communicates effectively with team members, supervisors, managers, and other departments.
• Explains banking products and next steps in a simple, understandable way.
• Delivers friendly, professional, and patient service on every interaction.
• Creates a positive customer experience during all interactions.
• Maintains professionalism while balancing customer satisfaction and compliance requirements.
• Able to assess customer needs quickly, ask the right questions, provide accurate and efficient solutions.
• Uses good judgement when handling unfamiliar situations or determining when to escalate.
• Ensures transactions, account updates, and notes are precise and complete.
• Follows procedures carefully to prevent errors and reduce risk.
• Works well within a team environment, shares knowledge and supports peers.
• Open to feedback and coaching.