Customer Care Center Specialist
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About The Position
The Customer Care Center Specialist (CCC Specialist) plays a crucial role in providing technical, general, and professional support to both internal and external customers at HomeTrust Bank. This position is integral to the daily operations of all Electronic Services utilized by Personal customers, which includes Automated Telephone Banking, Retail Online Banking, Mobile Banking, and Debit Card support. The CCC Specialist is responsible for delivering top-quality customer service, ensuring that customer needs are met efficiently and effectively. In this role, the CCC Specialist promotes the growth and prosperity of the Bank by serving customers with professionalism and care. They are tasked with providing appropriate directions to customers regarding support issues and ensuring that all inquiries are handled in a friendly and efficient manner. The CCC Specialist collaborates with Customer Care Center supervisors and other key personnel to monitor and guarantee the smooth functioning of Digital Banking systems. Additionally, they assist in training bank personnel on the features and advantages of online banking, working closely with the Bank's Training Department. The position also involves preparing reports for any downtime experienced by the systems and detailing the root causes of such incidents. The CCC Specialist serves as a communication point for receiving reports of security incidents from customers and disseminating vital information to the bank's Information Security Officer. Maintaining confidentiality and security of sensitive information is paramount, and the CCC Specialist may also be assigned special projects or duties by their Supervisor.
