CSC Specialist II - New Milford

Union Savings Bank - CT; Park Lane (CT); On-site; USD 42,000 - 56,000; Full time

Job summary

Union Savings Bank - CT is seeking a Customer Service Center Specialist II to support both consumer and business banking customers across multiple channels. You will handle high volumes of inbound calls and assist with digital banking products, online and mobile platforms, and complex service requests.

You will log interactions in CRM, cross-sell appropriate products, process credit card and loan applications, and help meet service and sales goals in a fast-paced environment.

Qualifications

• 2–3 years banking experience.
• 1–2 years call center or telemarketing experience preferred.
• NMLS license required.

Responsibilities

• Handle high volumes of inbound calls and digital channel inquiries.
• Log call details and customer interactions in CRM.
• Cross-sell bank products and services as appropriate.
• Process new credit card applications and loan applications.
• Maintain up-to-date knowledge of products, rates, and campaigns.
• Provide exceptional customer service per policy and compliance.
• Escalate issues to supervisors when needed.

Education

High School Diploma or GED

NMLS

Job description

The Customer Service Center Specialist II (CSCS II) plays a critical role in supporting both consumer and business banking customers by delivering exceptional service across multiple channels. In addition to handling high volumes of inbound calls, this role requires advanced proficiency in navigating and assisting with all digital banking products, including online and mobile platforms. The CSCS II is skilled in resolving complex service requests, processing consumer loan applications, and identifying customer needs to recommend appropriate banking solutions. This position also contributes to the overall success of the Customer Service Center by meeting service and sales goals, supporting team development, and executing operational objectives in a fast-paced, dynamic environment.

Customer Service

• Maintaining a positive, professional, and courteous tone with customers.
• Maintains accurate and up to date knowledge of the bank’s products and services including Consumer and Business digital products.
• Provides exceptional customer service in accordance with the USB Customer Service Commitment Charter and responsible for assisting customers with requests according to USB policies, procedures, and regulations.
• Handle heavy phone volume responding to customer inquiries and assisting with basic and complex service requests related to consumer and business inquiries.
• Log call details and customer interactions in CRM system.
• Navigate various software programs.
• Identify and resolve issues within a “One-Call Resolution”.
• Respond to and document customer concerns in a timely manner. Escalate to supervisor or management when deemed appropriate.
• Respond to customer inquiries via chat/SMS, online banking messages and email.
• Keep current on deposit/loan products, rates, fees, and marketing campaigns.
• Effectively utilize relationship building skills, assess customer needs, and crosssell the Bank’s products and services with confidence.
• Process new credit card applications and follow up on decision/activation status.
• Process new consumer loan applications.

Teambuilding & Training / Coaching

• Maintain a professional and courteous work environment.
• Maintain open lines of communication with peers, trainer, and management to help facilitate problem solving and/or suggested training.
• Contributes to the success of the Customer Service Center by supporting team members and helping to reach departmental goals.
• Collaborate on training and coaching of staff as directed by management.

Qualifications

Education

Required

High School Diploma or GED or better.

Experience

Required

2-3 years:

Banking Experience

Preferred

1-2 years:

Call Center or Telemarketing Experience

Licenses & Certifications

Required

NMLS

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.