Customer eXperience Center Representative/Specialist (2 positions available)

THE DIME BANK•Texas Township, PA

9d•$19 - $36•Hybrid

About The Position

The Customer eXperience Center Representative/Specialist provides customer service to internal and external Bank customers by telephone and electronic channels. The role coordinates work within the department and with other departments, responds to inquiries and information requests, and reports pertinent information to the immediate supervisor. Two positions are available: Representative and Specialist. The Representative role requires no prior experience; the Specialist role normally requires at least two years of related experience and includes additional application, ACH processing, and quality-control responsibilities. The position is based at the Indian Orchard location in Honesdale, Pennsylvania. Scheduling is flexible, with options to work four 10-hour days or five 8-hour days, and one work-from-home day per week. Occasional Saturdays are required; employees may also choose to work every Saturday.

Requirements

High school diploma or equivalent.
Clearly communicate in English.
Moderate reading, writing, grammar, mathematics, interpersonal, communication, problem-solving, organizational, and computer skills for the Representative role.
Ability to multitask and work in a fast-paced environment.
Visual and auditory skills.
No prior experience is required for the Representative role.
For the Specialist role, proficient interpersonal and communication skills, strong problem-solving and organizational skills, and proficient computer skills, including knowledge of Microsoft Word and Excel.
For the Specialist role, thorough knowledge of the features and benefits of the Bank’s products and services.
For the Specialist role, a minimum of two years of related experience is normally required.

Nice To Haves

Specialized training in banking, customer service, or a call center.
For the Specialist role, an associate degree in a related field.

Responsibilities

Provide customer service to Bank customers by phone and digital channels, answering incoming calls within 30 seconds in a friendly and courteous manner.
Authenticate customer identity according to the Caller Verification Standard Operating Procedure.
Assess customer needs and provide appropriate service using current Bank systems.
Use knowledge of Bank products and services to support customer relationships and explain applicable features and benefits.
Escalate complex customer issues to the appropriate supervisor or department.
Greet customers and visitors, direct them to appropriate personnel or departments, interact with outside vendors and technicians, and maintain the visitor log.
Support the Bank’s digital delivery products and services, including online and mobile banking, cash management, bill pay, transfers, debit cards, telephone banking, ACH processing, e-statements, and remote merchant and consumer deposit.
Follow applicable laws and Bank policies and procedures, and support risk management, safety and soundness, and regulatory compliance.
Report pertinent information to the immediate supervisor, compile information as directed, and provide data to appropriate Bank personnel.
As a Specialist, conduct daily report reviews for quality control.
As a Specialist, review and enter new card and cash management applications, and maintenance related to these services.
As a Specialist, merge and process outgoing ACH origination files from cash management customers, Deposit Operations, Accounting, and scheduled loan and customer originations.
As a Specialist, assist with preparing documents for scanning and file documents as needed.
Perform supportive ancillary tasks as assigned, which may be altered or redesigned depending on individual circumstances.