Customer Service Specialist I - Customer Service Center

This position works an alternate schedule

Schedule is 11am to 8pm, Monday through Friday, including some Federal Reserve holidays (MLK day, President's Day, Juneteenth, Indigenous People Day and Veteran's Day)

Summary

Responsible for identifying, responding to, and resolving customer requests related to bank products and services in the Bank's call center. The Customer Service Specialist 1 is often the primary interaction a customer may have with the bank and provides professional and courteous customer support while adhering to required metrics. Customer inquiries are expected to be responded to and resolved within established departmental service levels.

Essential Function

Banking is a highly regulated industry and will be expected to acquire and maintain a proficiency in the Bank's policies and procedures and adhere to all laws, rules and regulations that are applicable to conduct and the work being performed. All assigned training is expected to be completed timely.

Essential Duties and Responsibilities include the following:

• Personally, models the standards of the Bank's Mission, Vision, and Pledge.
• Processes inbound calls from all queues, including account questions, product and service information, digital banking services, debit card processing, bank policy and various customer requests. Uses the training and reference materials provided in order to work and resolve an issue or question independently.
• De-escalates situations when necessary or escalates call to supervisor after de-escalation attempt.
• Accepts ownership of the customer request and follows it through to resolution.
• Assists customers with various computing environments, including both Apple and Android products, browsers and operating systems to support and promote our digital banking services on all supported devices.
• Completes customer transactions and corrects account information by engaging correct business partners.
• Identifies and resolves customer issues and complaints promptly and accurately.
• Attends a weekly quality review meeting for ongoing development including coaching, career development, call metrics, updates on policy and procedure.
• Attends a monthly departmental meeting.
• Adheres to agent metric standards for calls handled, adherence to schedule, call quality score, ready/not ready time and customer satisfaction.
• Maintains knowledge of deposit, loan, digital banking services and other banking products.
• Accepts other assigned job duties and or responsibilities with or without prior notice.

Technical Requirements

• Expertise in using a personal computer and managing one's own home networking infrastructure needed to support reliable access to the Bank's virtual environment.
• Possesses knowledge and experience using Android and Apple products and Bank supported web browsers and operating systems.
• Ability to type with speed and accuracy.
• Ability to operate standard office equipment, including phones, computer and peripherals.

Other Skills and Abilities

• Demonstrates strong time management skills.
• Ability to work independently and multi-task in a fast-paced environment, with an emphasis on resolving most customers' issues during the call with minimal follow up.
• Adhere to communication protocols with supervisors when unable to adhere to schedule or perform duties as expected.
• Willingness to work a flexible schedule, with frequent adjustments to hours and able to work additional hours if needed.
• Ability to work outside of normal banking hours.
• Possess an ability to work under pressure, minimizing distractions and maintaining a positive attitude.
• Adapt quickly to change and learn readily in a remote environment.
• Willingness to provide a level of service which will clearly differentiate us from our competitors.
• Ability to build and retain customer relationships against competition.
• Accepts ownership of the customer request and follows it through to resolution.
• Identifies customer concerns or needs, resolves the inquiry or recommends best solution, expedites the correction or adjustment and follows up to ensure resolution.
• Demonstrates effective communication skills, showing empathy and active listening skills
• Maintains professional demeanor in appearance, interpersonal relations, work ethic and attitude.
• Exhibits clear, concise, effective written and oral communication skills to effectively express thoughts, ideas and concepts to bank employees and bank customers. Firm grasp of spelling, grammar and email and phone etiquette.
• Collaborates with co-workers and employees.
• Maintains confidentiality.

Physical Demands

This position requires long periods of sitting in one area while on the telephone and in front of a computer screen. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or GED required.
• Minimum of one year of customer service experience required; customer service experience within banking or financial institution preferred.
• Minimum of one year of contact center experience or equivalent required.