Customer Service Specialist I

SUMMARY:

The Customer Service Specialist I ("Specialist") provides superior customer service by answering customer questions and assisting with issue resolution. The Specialist will assist in establishing and maintaining electronic banking relationships and provide ongoing support to drive digital adoption for our customers across all platforms. The Specialist will also proactively look for opportunities to provide additional information about banking-related products and services in order to deepen existing banking relationships.

ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES:

1. Responds to customer and prospect phone calls, email, and digital inquiries regarding their accounts and all Bank products, including financial transactions.
2. Documents all interactions with customers in CRM database by entering or updating information accurately to reflect the customer interaction and resolution.
3. Authenticates customers adhering to Bank guidelines in order to properly identify customers and protect customer information.
4. Identifies fraudulent activity to protect the Bank and the Bank's customers
5. Assists in customer support for online and mobile banking as well as automated telephone banking including set-up, navigation, and maintenance.
6. Provides support for other Bank departments.
7. Advises customers regarding the Bank's products and to ensure that the highest level of customer service is provided.
8. Solicit higher-level approval for all situations exceeding experience/training, department scope or assigned level of authority.
9. Actively recommends Bank products and services using a customer needs-based assessment.
10. Consistently meets service level deadlines and other performance targets or requirements
11. Outbound calls to customers as required.
12. Complies with all customer confidentiality and privacy policies, as well as all Bank policies.
13. Performs duties and assignments in compliance with Bank policies as well as all state and Federal banking regulations.

QUALIFICATIONS:

EDUCATION & CERTIFICATIONS:

• High School degree or GED and willingness to pursue higher education required. Associate's Degree strongly preferred

KNOWLEDGE, SKILLS & ABILITIES:

• 6 months customer service experience
• Experience providing digital support preferred
• Banking experience preferred
• Ability to quickly learn the Bank's products and services
• Excellent problem-solving skills with a commitment to customer service a must
• Ability to speak in a clear and pleasant manner
• Ability to use excellent listening comprehension skills to understand callers and determine their needs/question
• Excellent oral and written communication skills
• Ability to handle multiple tasks and interruptions
• Ability to work independently, as well as contribute to the team environment
• Working knowledge of the use of PCs, current Windows operating systems, Microsoft Office, the Internet, and other software systems.
• Knowledge of mobile device platforms including Android and Apple iOS systems.
• Must have cyber security awareness to protect the digital environment, the Bank, and customers.

COMPETENCIES:

• Superior Focus on Customer Service
• Technology Savviness/Digital Enthusiast
• Financial Comprehension
• Adaptability, Flexibility, and a Nimble Learner
• Problem Resolution Focused
• Solid Decisions Making/Judgement

PHYSICAL DEMANDS:

Normal Physical Capabilities:

Incumbents must be able to perform the following activities frequently or continuously throughout the workday as appropriate to the position: travel throughout the Bank's primary and secondary market areas (which are beyond Cape Cod), bend, carry (one and two hands), collate papers, dial a phone, file records, hear at normal speaking levels, hold items with hands, lift up to 25 lbs., move throughout building, operate office equipment (fax, copier, phone, computer, etc.), computer input for extended periods of time, read English, see well enough to scan documents with detail, sit for up to two hours at a time, stand for short periods of time, speak on the telephone and in person, write with hand, and work at the Bank's facilities.

*Reasonable accommodation may be available for qualified individuals with disabilities

WORKING CONDITIONS:

Internal -- work is normally performed in climate controlled office environment, where exposure to conditions of extreme heat/cold, poor ventilation, fumes and gases is very limited. Noise level is moderate and includes sounds of normal office equipment (computers, telephones, etc). No known environmental hazards are encountered in normal performance of duties. Length of day is unpredictable; long hours may be required to accommodate deadlines or special meetings.

External -- Some travel to remote Bank locations may be required; environmental conditions are regular office and branch locations of the Bank.