Sr Customer Care Specialist (Call Center) - Wayne, NJ

Back Sr Customer Care Specialist (Call Center)

Responsibilities include but are not limited to :

• Follow bank established guidelines regarding servicing and delivery of an exceptional customer experience in accordance with Valley's mission statement.
• Manage all customer inquiries while maintaining the highest level of professionalism, provide thoughtful prompt resolution with empathy, poise a consistent voice with the ongoing goal of establishing a positive customer experience.
• Answer high volume of phone calls, respond to emails through various communication channels from clients regarding balances, transactions, debit card usage / limits, credit card, online payment channels, fraud review Internet Banking and other general and specific banking queries.
• Maintain proficient knowledge of Bank products and services with the ability to educate customers on such, and cross sell various products and services.
• Primary focus, concentration and ownership of the consumer online banking and mobile application issues to resolutions and escalate unresolved cases through proper channels, while adequately documenting and updating cases and / or reports.
• Contributes to the success of the team by maintaining service commitments.
• Develop referrals from prospects calling to inquire on bank products and services.
• Actively participate in process improvement efforts by assisting in the testing of new functionality and provide input related to user experience.
• Prepare written responses and / or verbal to inquiries, complaints, observations, etc. via letter, email, chat, social media or other methods of communication.
• Monitor the bank's social media inbox to detect and respond to customer and prospect inquiries, feedback and complaints via direct messages, comments, and posts.
• Provide timely and accurate responses to customer inquiries, complaints, observations, etc. addressing concerns, answering questions, and offering assistance through the bank's official social media accounts and ensuring activities and responses align with the brand's voice, policies, and compliance guidelines.
• Research and collaborate with other departments to create strategies and coordinate appropriate actions and responses.
• Maintain a positive on-line presence while troubleshooting and resolving complaints. Promote brand consistency.
• Provide operational and technical support for various digital banking products such as Consumer Online Banking, Mobile Banking, Bill Pay, Card Management, Zelle, Transfer Now, Money Management, Paperless Statements Mobile Deposit and business Remote Deposit Capture.

Requirements

Required Skills :

Required Experience :

Preferred Experience :

Total Rewards Summary

We provide a comprehensive and competitive total rewards package including base salary determined by factors such as the role, relevant experience, skill set, and geographical location. Eligible positions may also be eligible to receive commission-based compensation and / or discretionary incentive compensation, which may be awarded as cash or forfeitable equity, recognizing individual performance and contributions.

In addition to financial compensation, we offer a robust suite of benefits tailored to meet diverse employee needs based on eligibility criteria. These include comprehensive health care and insurance plans, retirement savings options, tuition and adoption reimbursement programs, paid time off, mental health support, and other valuable benefits programs. Further details regarding total compensation and benefits will be shared during the hiring process.

Pay Range

The estimated pay range for this job. Disclosing pay information promotes competitive and equitable pay. The actual pay rate will depend on the person's qualifications and experience.

$20.10 - $33.37 / hour

Pay Transparency

In order to support the Fair Compensation Strategy by the US Govt., HR Dept., clients are required to adhere to "Pay Transparency Law"; in the impacted states; that have mandated the employers to list the salary ranges in Job advertisements or postings for job opportunities and Job promotions.

Valley National Bank is an Equal Opportunity / Affirmative Action Employer. All qualified applicants are encouraged to apply, and will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or other legally protected characteristics, and will not be discriminated against on the basis of disability.