Customer Care Specialist
ESL All Companies•Rochester, NY
•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
Nice To Haves
- Prior banking experience preferred
- Demonstrate alignment with ESL’s Core Values, mission, vision, and Purpose to help our community thrive and prosper
Responsibilities
- Helping customers via a phone channel
- Assisting with account reviews
- Transaction processing
- Customer profile maintenance
- Identifying and recommending products and services to help customers address financial needs in a referral capacity
- Promoting and providing support of ESL’s digital channel features, including general site navigation, money movement guidance, and digital banking password resets
- Consistent use of approved behaviors to ensure that customer experience aligns with standards
- Recommending and referring products and services to help customers increase their convenience and achieve their financial goals
- Accuracy in transaction processing
- Adhering to Contact Center Call Center Standards for call handling
- Adhering to work schedule
- Accurately processing customer transactions and providing appropriate recommendations to customers who may need guidance in identifying the best solution to meet needs
- Supporting the Voice of Customer process by documenting customer feedback in the VOC database
- Referencing system tools, support lines, leadership, and procedures to ensure accuracy in the information they provide to customers, and the transactions and maintenance activities they process
- Effective use of system tools to problem solve
- Transitioning calls to Telebanker II when call complexity exceeds scope of role
- Learning about products and services, and using product knowledge to recommend products and services that benefit the customer
- Acting 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
- Delivering information to customers on identifying and preventing fraud
- Identifying unusual behavior, inconsistencies in information provided, or requests for sensitive information
- Escalating issues to higher authorities when necessary
- Active participation in Voluncare Model
- Engaging in continuous self-development
- Openly accepting feedback to improve performance, and offering feedback for an improved experience
- Engaging in coaching activities
- Consistent reliability and dependability in fulfilling job responsibilities
Benefits
- Wellness program
- Family assistance plan
- 401k with match
- Paid volunteer time
- Learning & Development training
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
