Customer Care Center Specialist - Latham
About The Position
Serves as first point of contact between our Company and our current and potential customers most often via telephone and electronic mediums. Responsible for providing superior customer service through every interaction, decision, and behavior. 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. Collaborates with other departments as needed to serve customers. This position works out of our Latham,NY Office
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
- Must be able to sit for prolonged periods of time and walk/stand for brief periods of time.
- Must be able to repetitively use a telephone and computer mouse and keyboard.
- Ability to lift/move up to 15 lbs.
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.
Benefits
- Competitive compensation including potential bonus and incentives as well as paid vacation, sick time, and holidays
- Medical, Dental, and Vision Insurance and Flexible Spending Plan
- Multiple retirement plans including: 401(k), Pension, and Employee Stock Ownership
- Education and Tuition Reimbursement
- Employee Assistance Program for our employees and their immediate family members
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
501-1,000 employees
