Customer Care Center Specialist

Norway Savings Bank; Norway (ME); On-site; USD 24,000 - 34,000; Full time

Benefits offered by this job

Paid Time Off

Paid Sick Time

Paid holidays

Health insurance

401K

HSA

Wellness program

Job summary

Norway Savings Bank seeks a Customer Care Center Specialist I to join our Operations Center in Norway. You will deliver outstanding customer service through bank channels, resolve issues on first contact when possible, and maintain strong knowledge of products and procedures.

The role emphasizes effective communication, accuracy, and the ability to upsell where appropriate while supporting a positive customer experience and teamwork.

Qualifications

• Requires high school diploma or equivalent.
• One-year prior customer service/call center experience preferred.
• Excellent written and verbal communication; strong phone etiquette.
• Ability to identify cross-sales opportunities and educate customers.
• Strong knowledge of bank products and services; attention to detail.

Responsibilities

• Provide customer solutions with seamless service delivery.
• Correspond with customers via phone and email.
• Maintain in-depth knowledge of Norway Savings Bank products/services.
• Identify cross-sell opportunities to inform customers.
• Deliver personalized customer service of the highest level.
• Investigate and resolve a wide range of issues and requests.
• Ensure timely resolution and follow-up for customer satisfaction.
• Back-up to Customer Care Switchboard as needed.

Skills

Customer service

Communication

Phone etiquette

Cross-sell

Problem solving

Organization

Education

High school diploma or equivalent

Job description

For The Life You Choose, A Career to Match….

Here at Norway Savings Bank, we strive to create a positive, team-based culture that leverages each person’s unique gifts and strengths and offers the support to achieve great things. A place where your unique being shines through.

If this sounds exciting toyou,we would love to have you on our team!

We’re seeking an exceptional individual to join our team as a Customer Care CenterSpecialistI at our Operations Center in Norway!

In this dynamic role, you'll provideoutstanding customer service via Bank communication channels in an efficient and professional manner. Our Customer Care Center Specialists strive to resolve customer needs within the initial contact whenever possible, in accordance with the Care Center's standards of service, by analyzing the situation and determining an appropriate solution and response.

If you have a passion for providing exceptional customer experiences, a talent for building relationships, and a drive to contribute to Norway Savings Bank success, we want you on our team!

Essential Pieces of the Position:

• Provides customer solutions to issues and/or inquiries by providing seamless delivery of service, sales and/or fulfillment requests by answering calls in a customer care center environment. Resolves the needs of the customer on the first contact whenever possible in accordance to established Service Standards.
• Corresponds effectively with customers via phone and mail.
• Maintains an in-depth knowledge of all products and services offered by Norway Savings Bank.
• Identifies cross-sales opportunities to educate and inform customers of products and services available to leverage.
• Provides personalized customer service of the highest level.
• Investigates and/or resolves a wide variety of issues and requests that include gathering additional information, setting expectations and working with other support areas to fulfill the request.
• Maintains responsibility for the successful resolution of all customer requests.
• Interacts closely with other Bank teams to enhance the customer’s relationship.
• Researches and resolves internet banking, mobile banking, bill pay, and e-statement inquiries.
• Processes necessary documentation to send to deposit operations and loan servicing regarding customer requests.
• Provides follow up to ensure sales and customer satisfaction.
• Maintains responsibility for knowledge and expertise in utilizing technology and numerous software packages used by the bank.
• Demonstrates consistently solid knowledge of policies, procedures, operations, security and compliance.
• Processes returned mail.
• Acts as back-up to Customer Care Switchboard Operator duties.
• This role is Monday through Friday 9:30am-6:0pm, with rotating Saturday morning coverage.

What We’re Looking For:

• High school diploma or equivalent work experience.
• One-year prior experience in customer service and/or call center preferred.
• Top-notch written and oral communication abilities with particular emphasis on exceptional phone etiquette skills
• Acute ability to successfully achieve needs-based sales
• Exceptional customer servicing abilities
• Superior knowledge of Bank products and services
• Excellent organizational skills with strong ability to prioritize and multi-task in a fast-paced environment
• Comprehensive knowledge of Bank operations, policies, and procedures
• Strong attention to detail with excellent analytical and problem-solving abilities
• 120 hours of Paid Time Off per year, increasing with longevity
• 48 hours of Paid Sick Time per year
• 11 paid holidays
• Top tier full insurance benefits
• 401K with exceptional employer matching and contributions
• Employer HSA contributions
• Comprehensive Wellness Program with access to complimentary Heath Coaches, on-site gyms, and monetary incentives for achieving your wellness goals
• A hands-on team that is committed to the growth and success of our employees!

Pay: Position starts at $21.00 per hour with flexibility commensurate with experience.

Working Conditions:

• Physical surroundings are generally pleasant and comfortable with minimal exposure to injury or other hazards.
• Physical effort required; lifting up to 35 lbs.; reaching, twisting, bending, pushing and pulling; standing for extended periods of time; freedom of movement on a regular basis; handling of materials and supplies.

**External and internal applicants, as well as position incumbents who are or who become disabled as defined by the Americans with Disabilities Act must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case by case basis.**

Norway Savings Bank is an Equal Opportunity Employer.

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.