Customer Care Center Specialist - HomeTrust Bank

Job Summary

The Customer Care Center Specialist (“CCC Specialist) provides technical, general, and professional support to internal and external customers. The CCC Specialist is involved in daily operations of all Electronic Services used by our Personal customers including Automated Telephone Banking, Retail Online Banking, Mobile Banking, Debit Card support and providing Deposit/Loan Account information.

Key Responsibilities / Essential Functions

• Promotes the growth and prosperity of the Bank by professionally serving the needs of customers with a focus on top-quality customer service.
• Responsible for giving appropriate directions to customers regarding support issues.
• Provide technical and professional support to customers in a friendly and efficient manner.
• Work with Customer Care Center supervisors and other key personnel to monitor and guarantee the smooth functioning of the Digital Banking systems.
• In coordination with the Bank’s Training Department, the CCC Specialist provides assistance in training bank personnel on the features and advantages of online banking.
• Preparing reports for any downtime and detailing root causes.
• Serve as a communication point, both to receive reports of security incidents from customers and to disseminate vital information to the bank’s Information Security Officer about security incidents.
• Maintain confidentiality and security of sensitive information. Special projects or duties as assigned by Supervisor.

Job Requirements

Education:

• Associates degree in computer or business-related field or equivalent work experience.

Required:

• 1-year of experience in direct client/customer service.
• Demonstrated proficiency in consumer technologies and common desktop applications.
• Able to provide an excellent customer service experience with strong verbal skills, ability to relate to all personalities and be solution-oriented.
• Strong understanding of Digital Banking systems, including internet browsers and Smartphone technologies.
• Professional and effective communication skills and interpersonal skills.
• Must be able to assist system users in problem identification and resolution.
• Analytical and sound decision-making skills are necessary.
• Comfortable working in a team environment.
• General business use of personal computer applications including Microsoft Word, Excel and Internet Explorer.

About HomeTrust Bank

HomeTrust Bank, founded in 1926, is a North Carolina chartered, community-focused financial institution committed to providing value-added community banking through online/mobile channels and multiple locations in Virginia, North Carolina, South Carolina, and Tennessee. Learn more at www.htb.com. Apply today to take your first steps towards joining this talented population of employees within a growing organization. 

Work Environment, Physical Requirements  

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.  HomeTrust Bank promotes an equal employment opportunity workplace which includes reasonable accommodation of qualified applicants and employees.

• This job operates in a professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines.
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
• Physical activity requiring reaching, sifting, lifting up to 25 lbs., finger dexterity, grasping, feeling, repetitive motions, talking and hearing are required.
• The employee will frequently communicate and must be able to exchange accurate information with others.
• The employee may need to move around their office to attend meetings and to access files, machinery or other job-related tools.

DISCLAIMER:  HomeTrust Bank is an evolving company.  As such this job description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job.  While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

HomeTrust Bank values and promotes diversity and inclusion in every aspect of our business and at every level within the company. We recruit, hire, and promote employees based on their individual ability and experience and in accordance with Affirmative Action and Equal Employment Opportunity laws and regulations. Our policy is that we do not discriminate on the basis of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, pregnancy, marital status, status as a protected veteran, or any other status protected by federal, state, or local law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor 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. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)