Customer Support Specialist - Hybrid

Provident Bank•Iselin, NJ

7h•Hybrid

About The Position

Provident Bank is seeking a Customer Support Specialist to join their team. This role is responsible for handling inbound calls from bank customers, ensuring an exceptional customer experience. The specialist will engage clients to understand their needs, troubleshoot issues, and provide solutions. They will also stay updated on bank policies, procedures, products, services, and market trends to maintain customer satisfaction. All employees are expected to adhere to the Bank's Code of Ethics, Core Values, and Mission Statement. This position works under general supervision. The contact center operates Monday through Friday from 8:00 AM to 7:00 PM, and Saturdays from 9:00 AM to 2:00 PM. Candidates must be fully available during these operating hours.

Requirements

High school diploma or GED
0-2 years related experience and/or training or equivalent combination of education and experience
Proficient critical thinking skills, ability to problem-solve, and make sound decisions to produce thorough and accurate work.
Adaptive, flexible, resourceful, and able to cope with a fast-changing environment.
Intermediate proficiency in Microsoft Office suite and alphanumeric data entry.
Ability to communicate clear, concise information to customers/co-workers and identify the best method to communicate information for each situation.
Ability to function both as a team member and work well independently.
Ability to work a flexible schedule according to the hours of operation of the contact center.

Nice To Haves

Prior banking experience
Prior call center experience

Responsibilities

Independently respond to customer inquiries regarding ATM and debit card services, including reviewing transactions, identifying merchants, resetting pins and passwords, and other banking-related services.
Receive inbound calls from clients/business partners and assist them with banking needs, providing clear and accurate information about bank products and services.
Ask probing questions to uncover client needs, recommend services and products, and direct calls to the appropriate staff for assistance as needed.
Create and mail customer correspondence regarding account information and account holder documentation.
Research account transactions to determine the source and produce copies of paid and deposited checks and statements upon request.
Meet or exceed individual service goals, including 24-hour follow-up, adherence to schedule, call monitoring scores, and unavailable time.
Properly identify customers using verification processes and implement enhanced security verification measures as needed to minimize risk and fraud.