Senior Banking Customer Support Specialist

Five Star Bank•Rochester, NY

9h•$20 - $23

About The Position

Five Star Bank is seeking a motivated Sr. Customer Contact Center – Inbound Associate to serve as a first point of contact and trusted consultant for customers. The position supports the bank’s retail and commercial products and services through inbound and outbound customer service calls, helps customers meet their needs, and provides high-quality service. The role also mentors non-senior associates and may perform other duties as assigned to support business success. The position receives moderate supervision from the Customer Contact Center Manager Inbound or Team Leader - Inbound. It is non-exempt and requires flexibility to work various shifts, including evenings, weekends, and holidays.

Requirements

High school diploma or equivalent.
At least 3 years of customer experience or contact center experience.
Excellent verbal and written communication skills.
Strong customer-service skills.
Ability to organize and prioritize work to meet deadlines.
Proficiency with Windows-based systems and Microsoft Office applications.
Ability to sit for prolonged periods regularly.
Ability to travel occasionally.
Extensive computer use is required.
Ability to work evenings and weekends frequently.

Nice To Haves

Associate degree.
5 years of customer experience or contact center experience.
Bank experience.

Responsibilities

Mentor and assist non-senior associates with inquiries.
Support products and services across retail and commercial lines of business through inbound and outbound customer service calls.
Answer customer inquiries about bank operations, regulations, transaction processing, electronic services, marketing, and promotional activities.
Identify customer needs and suggest appropriate products and services.
Use technology to support and troubleshoot online services, gather information, and track customer interactions.
Use critical thinking to remain solution-focused.
Identify opportunities to help customers and grow the business.
Follow bank policies and procedures and applicable laws, regulations, and compliance requirements.
Demonstrate Five Star Bank experience standards and high-performance behaviors, including teamwork, leading by example, and service, in interactions with customers, associates, and stakeholders.
Perform other duties as assigned, including support for talent development and planning work that supports business success.