Customer Care Specialist- Utica, Latham, or Glens Falls

Arrow Bank NA•Utica, NY

25d•$20 - $23•Hybrid

About The Position

The Call Center Specialist serves as the first point of contact between our Company and our current and potential customers, most often via telephone and electronic mediums. This role is responsible for providing superior customer service through every interaction, decision, and behavior. The Specialist will own every customer interaction and use knowledge of Company systems, products, services, and programs to effectively offer solutions to customer needs, resolutions to complaints, and answers to inquiries. This position collaborates with other departments as needed to serve customers and can be located at our Utica, Latham, or Glens Falls locations.

Requirements

High School Diploma or equivalent experience required
Strong communications skills, both written and verbal; comfortable communicating with customers, co-workers, and management
Proven quality customer service skill; ability to use active listening techniques to identify customer needs
Exceptional telephone manner and ability to handle telephone and other technology simultaneously
Ability to accurately and efficiently complete tasks/projects, handle multiple priorities, and meet strict deadlines
Proficient in Microsoft Office Suite including: Word, Excel, and Outlook; ability to learn new programs as initiated
Demonstrated sales skills; ability and willingness to learn products and sales strategies

Nice To Haves

2 years of experience in financial institution or call center environment preferred

Responsibilities

Field incoming customer service calls and electronic communications referencing knowledge of Company operations, products, services, and programs.
Complete required system testing.
Ensure compliance with regulatory requirements and Company policies by adhering to procedures.
Research and resolve customer inquiries at first point of contact; collaborate with departments as needed and follow-up to ensure satisfactory resolution for customer.
Identify sales and customer relationship opportunities by actively participating in sales/referral programs; make appropriate referrals by matching customer needs to appropriate solution.
Review data for missing information and proper authorizations in timely manner according to department policies and procedures.
File documents manually and electronically based on established criteria; complete projects or other tasks as assigned.
Operate Interactive Teller Machine and open Company products and services upon request by customer while following policies, procedures, and regulatory requirements.