Customer Care Specialist

ESL All Companies • Rochester, NY

2d • $22 • Hybrid

About The Position

This position is accountable for helping customers via a phone channel, assisting with account reviews, transaction processing, and customer profile maintenance. Telebanker I employees identify and recommend products and services to help customers address financial needs in a referral capacity. This position also promotes and provides support of ESL’s digital channel features, including general site navigation, money movement guidance, and digital banking password resets.

Requirements

• High School diploma or High School equivalency diploma required
• Min 1yr customer service and/or sales experience in a retail/sales environment
• Comfortable working with a variety of computer applications
• Effective verbal communication skills
• Ability to identify opportunities to deepen customer relationships
• Ability to maintain poise and professionalism under pressure
• Demonstrate alignment with ESL’s Core Values, mission, vision, and Purpose to help our community thrive and prosper

Nice To Haves

• Prior banking experience preferred

Responsibilities

• Recommend and refer products and services to help customers increase their convenience and achieve their financial goals
• Accuracy in transaction processing
• Adhere to Contact Center Call Center Standards for call handling
• Adhere to work schedule
• Accurately process customer transactions and provide appropriate recommendations to customers who may need guidance in identifying the best solution to meet needs.
• Support the Voice of Customer process by documenting customer feedback in the VOC database
• Effective use of system tools to problem solve
• Transitioning call to Telebanker II when call complexity exceeds scope of role
• Act as the first line of defense against fraud and scams which place customer account security at risk.
• Strict adherence to verification processes for authenticating customer identities, verifying transactions, and confirming sensitive information to prevent fraudulent activities
• Deliver information to customers on identifying and preventing fraud.
• Sensitivity to unusual behavior, inconsistencies in information provided, or requests for sensitive information
• Escalate issues to higher authorities when necessary

Benefits

• ESL offers a competitive benefits package which focuses on providing a work life balance for all employees.
• Our benefits include robust options such as our wellness program, family assistance plan, 401k with match, paid volunteer time and Learning & Development training among many others.
• In addition to competitive pay and benefits, we offer an annual performance-based incentive that rewards eligible employees for their contributions to our success.

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