Customer Service Specialist (Conversations/Chat) I

Mutual Bancorp and its Subsidiaries•Hyannis, MA

6d•Onsite

About The Position

The Customer Service Specialist provides the highest level of customer service for the Cape 5’s customers and prospects using online and mobile banking chat (Banno Conversations) and email channels; including customer service inquiries, requests, maintenance. This role involves assisting customers via diverse communication channels, addressing inquiries about accounts, financial transactions, bank products, and feedback. It also includes providing support for online and mobile banking, BillPay, ATM/debit cards, travel notifications, disputes, and fraud concerns. The specialist will cross-sell bank products and services, respond to emails, handle customer service issues directly, and escalate situations when necessary. Maintaining the CRM database, researching and responding to customer complaints, and ensuring positive customer experiences are key responsibilities. The role also involves resolving operational and/or technical issues, meeting service level deadlines, utilizing authentication procedures to protect customer information, and complying with all bank policies and federal/state banking regulations. Additional projects supporting banking services administration may also be assigned.

Requirements

Associates degree or equivalent experience required.
Three (3) years prior experience in providing customer service and technology support.
Ability to support customers via various communication channels is critical.
Problem solving skills with a commitment to customer service a must.
Demonstrated ability to produce high quality written business correspondence appropriate for online chat and email.
Strong oral, written communication, and active listening skills.
Ability to handle multiple tasks and interruptions.
Ability to work independently, as well as contribute to the team environment.
Working knowledge of the use of PCs, current Windows operating systems, Microsoft Office, the Internet, and other software systems.
Must have cyber security awareness to protect the digital environment, the Bank, and customers.

Nice To Haves

Bachelor’s degree preferred.
Prior banking experience preferred.
Able to work extended hours and some Saturdays.

Responsibilities

Provide daily support by assisting customers via inbound/outbound calls, email, and online & mobile banking chat with professionalism and urgency.
Address customer and prospect chat and email inquiries regarding their accounts, including financial transactions, bank products, and general inquiries and feedback.
Assist in customer support for online and mobile banking, BillPay, ATM cards, debit cards, travel notifications, disputes, and fraud concerns, including set-up and maintenance.
Cross-sell bank products and services using a needs-based approach.
Respond to customer service e-mail inquiries.
Handle customer service issues via direct interface with the customer when appropriate to expedite solutions.
Solicit higher level approval for all situations exceeding experience/training, department scope or assigned level of authority.
Maintain CRM database by entering and updating information accurately to reflect contact/customer resolution.
Research and prepare proper responses to customer complaints and inquiries using an approved library, interacting with team members, employees, and managers in Banking Services, Banking Centers, and other business lines as needed.
Work with a goal of creating positive customer experiences to drive results and engagement levels.
Resolve operational and/or technical issues in accordance with established operating policies and procedures.
Consistently meet service level deadlines and other performance targets or requirements.
Utilize authentication and other procedures to identify customers and protect customer information.
Comply with all Bank policies including customer confidentiality and privacy policies.
Perform duties and assignments in compliance with all state and federal banking regulations.
May work on other projects/assignments supporting banking services administration or other areas of the Bank.