CS Specialist 1 - Customer Service Center
About The Position
The Customer Service Specialist I works in the Bank’s call center, identifying, responding to, and resolving customer requests about bank products and services. The role is often a customer’s primary interaction with the Bank and requires professional, courteous support while meeting departmental service levels and agent metrics. The schedule is 8 a.m. to 7 p.m., Wednesday through Saturday, including some Federal Reserve holidays: MLK Day, President’s Day, Juneteenth, Indigenous Peoples Day, and Veterans Day. The specialist handles customer inquiries across call queues, supports digital banking users, completes transactions and account corrections with appropriate business partners, and takes ownership of requests through resolution. The role includes regular quality coaching and departmental meetings, ongoing knowledge of banking products and procedures, and compliance with applicable laws, regulations, and Bank policies. The position requires adaptability in a remote environment, reliable access to the Bank’s virtual environment, and willingness to adjust hours or work additional hours when needed.
Requirements
- High school diploma or GED required.
- At least one year of customer service experience required.
- At least one year of contact center experience or equivalent required.
- Strong time-management skills and ability to work independently and multitask in a fast-paced environment.
- Ability to resolve most customer issues during the call with minimal follow-up.
- Willingness to work a flexible schedule, accommodate frequent adjustments to hours, work additional hours if needed, and work outside normal banking hours.
- Ability to work under pressure, minimize distractions, maintain a positive attitude, and adapt quickly to change in a remote environment.
- Effective communication skills, including empathy, active listening, clear written and oral communication, spelling, grammar, and email and phone etiquette.
- Ability to collaborate with coworkers and other employees while maintaining confidentiality and a professional demeanor.
- Expertise using a personal computer and managing a home network to support reliable access to the Bank’s virtual environment.
- Knowledge and experience using Android and Apple products and Bank-supported web browsers and operating systems.
- Ability to type quickly and accurately and operate standard office equipment, including phones, computers, and peripherals.
- Ability to provide differentiated customer service and build and retain customer relationships.
Nice To Haves
- Customer service experience within a banking or financial institution is preferred.
Responsibilities
- Model the standards of the Bank’s Mission, Vision, and Pledge.
- Process inbound calls across queues, addressing account questions, product and service information, digital banking services, debit card processing, bank policy, and other customer requests.
- Use training and reference materials to resolve customer issues and questions independently.
- De-escalate customer situations and escalate calls to a supervisor after attempting de-escalation when necessary.
- Take ownership of customer requests and follow them through to resolution.
- Assist customers using Apple and Android products, browsers, and operating systems to support digital banking services on supported devices.
- Complete customer transactions and correct account information by engaging appropriate business partners.
- Identify and resolve customer issues and complaints promptly and accurately.
- Attend weekly quality review meetings for coaching, ongoing development, career development, call metrics, and policy and procedure updates.
- Attend monthly departmental meetings.
- Meet agent standards for calls handled, schedule adherence, call quality, ready/not-ready time, and customer satisfaction.
- Maintain knowledge of deposit, loan, digital banking, and other banking products.
- Complete assigned duties and responsibilities, including those assigned with or without prior notice.
- Acquire and maintain proficiency in Bank policies and procedures, comply with applicable laws and regulations, and complete assigned compliance training on time.
- Communicate with supervisors when unable to adhere to the schedule or perform duties as expected.
- Identify customer concerns or needs, recommend solutions, expedite corrections or adjustments, and follow up to ensure resolution.
- Maintain professional conduct, effective communication, collaboration, and confidentiality.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
