Banking Customer Care Specialist

Ives Bank; New Milford (CT); On-site; USD 38,000 - 55,000; Full time

Job summary

Ives Bank is seeking a Customer Care Center Representative to provide exceptional service by handling inbound and outbound calls about banking products and services. You will assist customers with account information, transactions, and troubleshooting while promoting bank services in compliance with security protocols.

The role emphasizes efficient issue resolution, documentation of customer feedback, and adherence to QA standards, with responsibilities spanning call handling, outbound

Qualifications

• Associates degree or equivalent work experience.
• Experience with COCC Insight core banking systems is preferred.
• Previous customer service experience, ideally in banking or call centers.
• Excellent verbal and written communication skills.
• Strong problem-solving and multitasking abilities.
• Proficiency with banking software and computer systems.
• Ability to handle high call volumes in a fast-paced environment.
• Attention to detail and good organizational skills.
• Knowledge of banking regulations and security practices (preferred).

Responsibilities

• Handle inbound and outbound calls related to banking products, services and inquiries.
• Assist customers with account information, transactions and troubleshooting.
• Promote bank services while ensuring compliance with banking regulations and security protocols.
• Document and share customer feedback with leadership for continuous improvement.
• Maintain accurate records of customer information and interactions.
• Meet outbound call campaign expectations and conversion targets.

Skills

Verbal communication

Written communication

Problem solving

Multitasking

Computer systems

Education

Associates degree or equivalent

Tools

COCC Insight core banking systems

Five9 call platform

Job description

Ives Bank is seeking a Customer Care Center Representative to provide exceptional service by handling inbound and outbound calls about banking products and services. You will assist customers with account information, transactions, and troubleshooting while promoting bank services in compliance with security protocols.

The role emphasizes efficient issue resolution, documentation of customer feedback, and adherence to QA standards, with responsibilities spanning call handling, outbound