Customer Care Specialist (Full-Time)

Ridgewood Savings Bank•Ridgewood, NY

20h•Hybrid

About The Position

Provide exceptional service to customers that contact the bank by telephone, e-mail, and chat by providing personal assistance on their accounts, bank products, and services. Promote the use of Digital Banking products by instructing customers on how to use the service and features that best meet their needs. Ensure that customers have access to their account(s) by processing Online Banking registrations, Bill Pay registrations, and Secure form requests. Assist customers that have difficulty accessing Digital Banking Services by analyzing the customers issue and providing a solution while also performing required security procedures to authenticate customer identity. You may need to provide a password reset for locked out customers, or troubleshoot why they are unable to log in successfully. Provide support to customers and bank staff regarding electronic products and services; including but not limited to, online banking, mobile banking, Zelle, remote deposit capture, bill pay and e-statements. Proficient in computers, smartphones, tablets and their operating systems, software and other technologies. Must be able to troubleshoot and assist customers utilizing this knowledge. Ability to manage multiple tasks efficiently and prioritize responsibilities in a fast-paced environment. Availability to work flexible hours, including but not limited to late nights, weekend, and a hybrid schedule as needed. Must have the ability to maintain a professional rapport with other departments and branches to ensure our customers receive the support and assistance they require. Ability to work independently and as a team with excellent time management and conflict resolution skills. Sign into remote assess systems at least once weekly to ensure connectivity and maintain familiarity with off-site tools and resources. Facilitate effective collaboration with team members and stakeholders through regular on-site meetings and interactions. Ensure accurate and timely access to source documentation by working on-site, where all necessary resources are readily available. Handle time-sensitive tasks and projects efficiently by being present on-site, allowing immediate response and action. Assist customers in securing their accounts by reviewing transactions and placing lockouts on Online Access, Banks Accounts, or Stopping a Debit MasterCard when necessary. Help out when necessary by performing other related duties which may be required from time to time.

Requirements

High School diploma or GED equivalent
Excellent verbal and written communication skills
At least two years’ experience on the core system
Good math skills
Proficient with use of MS-Office suite
General understanding of the electronic technologies including but not limited to ATMs and mobile devices.
Strong knowledge of bank’s products and services
Ability to manage multiple tasks efficiently and prioritize responsibilities in a fast-paced environment.
Availability to work flexible hours, including but not limited to late nights, weekend, and a hybrid schedule as needed.
Ability to work independently and as a team with excellent time management and conflict resolution skills.

Responsibilities

Provide exceptional service to customers via telephone, e-mail, and chat.
Provide personal assistance on accounts, bank products, and services.
Promote the use of Digital Banking products.
Instruct customers on how to use digital services and features.
Process Online Banking registrations, Bill Pay registrations, and Secure form requests.
Assist customers with Digital Banking Services issues.
Troubleshoot and resolve login issues.
Provide support for electronic products and services (online banking, mobile banking, Zelle, remote deposit capture, bill pay, e-statements).
Troubleshoot technical issues on computers, smartphones, and tablets.
Manage multiple tasks and prioritize responsibilities.
Maintain a professional rapport with other departments and branches.
Work independently and as a team.
Sign into remote access systems weekly.
Facilitate collaboration with team members and stakeholders through on-site meetings.
Handle time-sensitive tasks and projects efficiently on-site.
Assist customers in securing their accounts by reviewing transactions and placing lockouts.