Customer Service Specialist (Call Center)

Newtown Savings Bank • Newtown, CT

3d • Onsite

About The Position

Newtown Savings Bank is looking for a professional, positive, and high-energy team player to join our team as a Customer Service Specialist. In this role, you’ll be the voice of the Bank—providing outstanding service to our customers through our Customer Service Center (Call Center). You’ll handle inquiries, resolve issues, and ensure every customer interaction is a positive one.

Professional, positive, and high-energy team player who collaborates across Bank teams to serve customers and uphold Bank policies, procedures, and goals related to the operations of the Customer Service Center. Delivers exceptional customer service by actively listening, responding with empathy and accuracy, and ensuring each interaction reflects the Bank’s commitment to excellence. Operates in a fast-paced call center environment while adhering to Bank policy and procedure, regulatory guidelines, and security protocols. Demonstrates courteous and professional telephone etiquette in every customer interaction.

Must be able to commute to our Newtown, CT office to work onsite, as scheduled.

If you are interested in becoming part of an elite team of banking professionals, we want to talk to you!

Requirements

• High School Diploma or equivalent.
• 1-2 years Banking / Call Center experience
• Ability to listen well and follow instruction
• Outstanding customer service skills
• Knowledge of basic computer applications
• Verbal and written Communication skills.
• Ability to multi-task
• Proper telephone etiquette
• Knowledge of Banking Rules and Regulations

Responsibilities

• Within a Customer Service Center environment, respond to customers through a variety of incoming communication channels including telephone, online and email while meeting Bank defined service standards. Provide customers with product and service information as well as account resolution.
• Acknowledge and courteously resolve customer complaints with a first-time resolution. Research and render decisions within authority level, referring to the department supervisor as needed. Take full ownership of the interaction from start to finish, ensuring timely follow-up and adherence to established deadlines. Strive to deliver elevated service by anticipating needs, providing clear communication, and ensuring customer satisfaction through professional and empathetic support.
• Maintain a high level of knowledge regarding all Bank services and product suites. Use knowledge to actively solicit new business from both customers and potential customers by identifying sales opportunities and uncovering needs. Actively sell the complete line of deposit products and services as well as make referrals to Commercial Lending, Mortgage Bankers and Newtown Investment Solutions.
• Process customer transactions received through incoming communication channels.
• Support the Bank’s Mission Statement, Vision Statement, and Habits.
• Support department management in creating and maintaining an environment where employees feel engaged, supported and valued.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees