Customer Support Specialist - Hybrid

Provident Bank•Woodbridge Township, NJ

19h•Hybrid

About The Position

The Customer Support Specialist is responsible to take inbound calls from bank customers and ensure an exceptional customer experience during each call. This role is responsible for engaging clients to interpret needs, troubleshoot and provide solutions to inquiries. Also, this role is responsible for staying abreast of any new and/or changes to existing bank and department policies and procedures, products, services and marketing trends to ensure customer satisfaction. All Provident Bank employees are expected to adhere to the Bank’s Code of Ethics, Core Values, and Mission Statement. Works under general supervision. Our contact center operates Monday through Friday from 8:00 AM to 7:00 PM, and Saturdays from 9:00 AM to 2:00 PM. Team members are scheduled to work within these hours, and it’s important that candidates are fully available during this time frame.

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, make sounds decisions to produce thorough and accurate work.
Adaptive, Flexible, Resourceful and the ability to cope with the 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 works 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 responds to customer inquiries regarding the Bank's ATM and debit card services, 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, while providing clear and accurate information about bank products and services
Ask provoking questions to uncover client needs, recommend services and products, directs calls to the appropriate staff for assistance as needed
Creates and mail customer correspondence regarding account information and account holder documentation. Research account transactions to determine source of the transaction to produce copies of paid and deposited checks and statements upon request
Meets or exceeds individual service including but not limited to 24-hour follow-up, adherence to schedule, call monitoring scores and unavailable time.
Properly identify customers using verification process, implement enhanced security verification measures as the situation warrants to minimize risk and fraud to the bank.