Customer Service Specialist - Kingston, NY

ULSTER SAVINGS BANK•City of Kingston, NY

2d•Onsite

About The Position

Business Development drives financial performance through profitable revenue growth, goal attainment and exceptional customer service. All employees have a role in Business Development and are responsible for identifying potential opportunities to cross sell all Bank products and/or services to both new and existing clients. Employees will continually prospect, both within and outside of the Bank, to create new lead streams for any and all of the Bank's business lines.

Requirements

Excellent oral, written, and analytical skills
Excellent telephone skills
Strong interpersonal/customer service skills
Strong overall technical and problem-solving skills
Team player
Ability to work flexible work schedules
Knowledge of DNA and Online Banking
Demonstrated proficiency with Microsoft Teams, Microsoft Word and Microsoft Outlook
Must demonstrate knowledge of everyday digital tools
Troubleshoot common issues with digital devices
Ability to recognize red flags during phone interactions (e.g., scripted responses, refusal to verify identity, requests to bypass security procedures)
Understanding of proper authentication and verification procedures
Ability to escalate suspicious activity according to internal protocols
Commitment to following security procedures without exception, even under pressure
High School Diploma.
Minimum 2 years’ banking or customer service experience.

Nice To Haves

Bi-lingual abilities are a plus

Responsibilities

Provide excellent customer service by identifying customer’s issues/problems, determining the cause, explaining the best solution, expediting the correction, and following up to ensure resolution.
Act as primary customer support for Internet Banking, Mobile Banking Devices, Bill Pay Service, and other electronically delivered services.
Understand the services available through Treasury Management, and how to support them.
Ability to successfully navigate administrative support tools for online banking, bill pay and debit cards that aid in problem/issue resolution.
Document all customer inquiries, tasks, and case activities in CRM/Monday.
Look up statements, End of Year documents, check images in Nautilus.
Knowledge of all Bank Departments to assist in first call resolution.
Problem solves all online banking related issues and handle e-mail and voice mails responses.
Proficient in using web browsers, navigating tabs, clearing cache and cookies.
Comfortable using and navigating smartphones (iOS and/or androids).
Ability to follow step-by-step technical instructions and adapt to new systems quickly.
Must be familiar with emails, secure messages, multifactor authentication, secure chat.
Have the ability troubleshoot common technical issues (login problems, app errors, connectivity issues).
Must have the ability to recognize and respond appropriately to potential fraud scenarios in both phone and digital banking environments.
Cross-sell bank products, services and actively seek referrals.
Serve as a back-up for Back Office Operations on an as needs basis.
Any other tasks as assigned by management.
Processing daily jobs effectively and timely.
Attend any training required by management.