Customer Care Specialist

Customer Care Specialist

Job Category: ESL Careers

Location: Contact Center | Corporate Headquarters, Rochester, NY 14604, USA

Job Details

Description

Hours: 40 hours/week

The contact center is open Monday Saturday. Weekdays 7:00 a.m. 7:00 p.m. and Saturdays 8:30 a.m. 2:00 p.m.

Schedule: This position offers a set schedule, Monday Saturday with a day off during the week, and every Sunday off. It is a hybrid role that is remote eligible for up to 50% of the time if all performance expectations are consistently being met. Must be flexible to meet current and future business needs.

Pay: $22.02/hr with opportunity to advance to a level II

Purpose of Position: This position is accountable for helping customers via a phone channel, assisting with account reviews, transaction processing, and customer profile maintenance. Telebanker I employees identify and recommend products and services to help customers address financial needs in a referral capacity. This position also promotes and provides support of ESL's digital channel features, including general site navigation, money movement guidance, and digital banking password resets.

Accountabilities:

Employee Experience: Telebanker I employees are focused on foundational skill development, and sharing feedback to surface actionable improvement opportunities for an enhanced customer and employee experience.

• Active participation in Voluncare
• Model ESL's core values
• Engages in continuous self-development
• Openly accepts feedback to improve performance, and offers feedback for an improved experience
• Is engaged in coaching activities
• Consistent reliability and dependability in fulfilling job responsibilities

Customer Experience: Telebanker I employees are focused on the consistent use of approved behaviors to insure that customer experience align with standards.

• Recommend and refer products and services to help customers increase their convenience and achieve their financial goals
• Accuracy in transaction processing
• Adhere to Contact Center Call Center Standards for call handling
• Adhere to work schedule
• Accurately process customer transactions and provide appropriate recommendations to customers who may need guidance in identifying the best solution to meet needs.
• Support the Voice of Customer process by documenting customer feedback in the VOC database

Operational Excellence: Telebanker I employees understand the need for referencing system tools, support lines, leadership, and procedures to insure accuracy in the information they provide to customers, and the transactions and maintenance activities they process.

• Accuracy in transaction processing
• Effective use of system tools to problem solve
• Transitioning call to Telebanker II when call complexity exceeds scope of role

Financial Impact: Telebanker I employees learn about products and services, and use their product knowledge to recommend products and services that benefit the customer.

• Accuracy in transaction processing
• Act as the first line of defense against fraud and scams which place customer account security at risk.
• Strict adherence to verification processes for authenticating customer identities, verifying transactions, and confirming sensitive information to prevent fraudulent activities
• Deliver information to customers on identifying and preventing fraud.
• Sensitivity to unusual behavior, inconsistencies in information provided, or requests for sensitive information
• Escalate issues to higher authorities when necessary

Qualifications:

• High School diploma or High School equivalency diploma required
• Min 1yr customer service and/or sales experience in a retail/sales environment
• Comfortable working with a variety of computer applications
• Effective verbal communication skills
• Ability to identify opportunities to deepen customer relationships
• Ability to maintain poise and professionalism under pressure
• Prior banking experience preferred
• Demonstrate alignment with ESL's Core Values, mission, vision, and Purpose to help our community thrive and prosper

We are committed to diversity, equity, and inclusion. We believe we are a stronger, more successful organization because of this commitment. We strive to ensure a robust talent pool of qualified candidates with a variety of skillsets and capabilities for all our openings. We hire great people and welcome all new hires to our award-winning work environment, which has been recognized by the Great Place to Work Institute since 2010.