Customer Care Specialist

Ridgewood Savings Bank•New York, NY

5d•$46,251 - $55,000•Hybrid

About The Position

The Customer Care Specialist provides support to bank customers through telephone, email, and chat, assisting with accounts, products, and services. The role promotes Digital Banking by helping customers use its features, processing online banking and Bill Pay registrations, and resolving access problems through troubleshooting and identity verification. It also supports customers and bank staff with electronic services such as online and mobile banking, Zelle, remote deposit capture, Bill Pay, and e-statements. The position requires strong communication, technology, time-management, and problem-solving skills, along with the ability to work independently and collaboratively. The specialist must be available for flexible hours, including late nights and weekends, and work a hybrid schedule as needed. The description also specifies on-site meetings and work to support collaboration, access to documentation, and timely handling of tasks, as well as signing into remote-access systems at least weekly.

Requirements

High school diploma.
Excellent verbal and written communication skills.
At least two years’ experience on the core system.
Good math skills.
Proficiency with the MS Office suite.
General understanding of electronic technologies, including ATMs and mobile devices.
Strong knowledge of the bank’s products and services.
Ability to manage multiple tasks and prioritize responsibilities in a fast-paced environment.
Ability to work independently and as part of a team, with strong time-management and conflict-resolution skills.
Availability to work flexible hours, including late nights and weekends, and a hybrid schedule as needed.

Responsibilities

Provide customer service by telephone, email, and chat, assisting with customer accounts, bank products, and services.
Promote Digital Banking products and instruct customers on services and features suited to their needs.
Process Online Banking registrations, Bill Pay registrations, and Secure form requests.
Troubleshoot Digital Banking access issues, authenticate customers using required security procedures, and provide password resets when needed.
Support customers and bank staff with electronic products and services, including online banking, mobile banking, Zelle, remote deposit capture, Bill Pay, and e-statements.
Use knowledge of computers, smartphones, tablets, operating systems, software, and other technologies to troubleshoot and assist customers.
Manage multiple tasks and prioritize responsibilities in a fast-paced environment.
Work flexible hours, including late nights and weekends, and work a hybrid schedule as needed.
Maintain professional relationships with other departments and branches to ensure customers receive appropriate support.
Work independently and as part of a team, using effective time management and conflict resolution skills.
Sign into remote-access systems at least once weekly to verify connectivity and maintain familiarity with off-site tools and resources.
Participate in regular on-site meetings and interactions to collaborate with team members and stakeholders.
Work on-site to access source documentation and necessary resources accurately and promptly.
Handle time-sensitive tasks and projects on-site to enable immediate response and action.
Help secure customer accounts by reviewing transactions and placing lockouts on online access or bank accounts, or stopping a Debit MasterCard, when necessary.
Perform other related duties as required.