Senior Customer Support Specialist- Hybrid (Full-time)

Provident Bank•Woodbridge, NJ

5d•Hybrid

About The Position

The Senior Customer Support Specialist is responsible for taking inbound calls from bank customers and ensuring an exceptional customer experience during each call. This role interprets customer needs, troubleshoots issues, and provides solutions to inquiries, in addition to the responsibilities of Customer Support Specialists. The role also requires staying informed about new and existing bank and department policies, 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. 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. Team members are scheduled to work within these hours, and candidates must be fully available during this time frame.

Requirements

High school diploma or GED
Minimum two years Call Center or Banking 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

5 years banking experience
5 years 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 goals 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.