Customer Care Specialist

ESL Federal Credit Union•City of Rochester, NY

10h•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

Help customers via a phone channel.
Assist with account reviews, transaction processing, and customer profile maintenance.
Identify and recommend products and services to help customers address financial needs in a referral capacity.
Promote and provide support of ESL’s digital channel features, including general site navigation, money movement guidance, and digital banking password resets.
Recommend and refer products and services to help customers increase their convenience and achieve their financial goals.
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.
Use system tools to problem solve.
Transition calls 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.
Strictly adhere 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.
Escalate issues to higher authorities when necessary.