Contact Center Agent

Blue Foundry Bank•Parsippany-Troy Hills, NJ

About The Position

In this role you will be responsible for the delivery of exceptional levels of customer service through the bank’s remote channels (telephone, email, chat, text, etc.). This individual will accurately and efficiently handle all customer inquiries and service requests, ensuring a positive experience during every interaction. The Contact Center Agent serves as a problem solver; builds relationships by evaluating customer needs and matching the appropriate products, services, and solutions to meet those financial needs while leveraging the bank’s service and sales culture to increase customer engagement. Additionally, you will provide education and guidance regarding the bank’s products and services, and assist customers in navigating online applications, website, and technology.

Requirements

Bachelor’s degree preferred; a minimum of two years of equivalent financial institution/channel center experience required.
Knowledge of channel center operations, banking products, and services
Excellent customer service and communication skills
The ability to demonstrate empathy, discuss complex situations/information in an easy to understand, patient and calm manner
Excellent interpersonal, organizational and follow-up skills
Ability to multitask in a fast paced, ever changing environment
Strong time management skills, demonstrating the ability to multitask in a high pressure environment with short term deadlines
Strong technical, analytical, and problem solving skills
Proficient in Microsoft Suite, including Word, Excel and Power Point

Nice To Haves

Bilingual English/Spanish a plus

Responsibilities

Provides the highest levels of customer service while demonstrating a passion for helping others
Communicates effectively; remains patient, positive, and customer focused while handling complex inquires and requests
Identifies customer pain points and trends; communicates feedback; and collaborates with other members of the Channel Management/Central Operations team on crafting viable solutions to meet identified needs
Provides first level technical support to customers for all website, online account opening, eBanking and mobile banking needs
Effectively and efficiently handles all communication channels within the Channel Center
Effectively diffuses irate customers, while demonstrating an ability to deescalate intense situations
Ensure the security of customer information; minimizes bank losses by following all policies and procedures; maintains up to date knowledge of fraud schemes and trends in order to mitigate risk and fraud
Maintains self-accountability for achieving target service levels and all channel center key performance indicators
Maintains up to date knowledge on all bank promotions, accounts, loans, products, and services; seeks out opportunities to educate customers on solutions to meet various financial needs
Resolves customer issues by taking ownership of situations while leveraging all available resources; serves as an advocate for customers’ financial wellbeing.
Leverages new customer onboarding process to increase engagement, and grow deposits and loans
Processes applications for various products and services via remote channels
Maintains a positive, professional demeanor when interacting with customers and co-workers.
Demonstrates excellent judgement and decision-making skills when advocating for customers and protecting the assets of the bank
Maintains confidentiality of customer information by complying with the Privacy Policy; adheres to all bank policies and procedures to ensure accuracy and compliance
Works effectively on teams; collaborates with co-workers throughout the bank in developing creative solutions to customer issues
Ability to work non-routine hours which could include evenings, Saturdays and all other shifts
Performs other duties as assigned