Customer Service Specialist I

The Cape Cod Five Cents Savings Bank; Hyannis (MA); On-site; USD 42,000 - 54,000; Full time

Job summary

The Cape Cod Five Cents Savings Bank in Hyannis, MA is seeking a Customer Service Specialist I to deliver exceptional service and support for electronic banking relationships. You will assist customers across online and mobile channels, help with digital adoption, and identify opportunities to educate on banking products.

You will maintain accurate CRM records, ensure confidentiality, and collaborate with other departments to resolve issues and improve the customer experience.

Qualifications

• High School diploma or GED required; Associate’s Degree strongly preferred.
• Able to learn Bank products and services quickly.
• Excellent problem-solving skills with strong customer service mindset.
• Clear, pleasant speaking with strong written communication.
• Excellent listening skills to understand caller needs and questions.
• Proficient in oral and written communication.
• Able to manage multiple tasks and interruptions smoothly.
• Works well independently and as part of a team.
• Familiar with PCs, Windows OS, Microsoft Office, Internet, and related software.
• Knowledge of mobile platforms: Android and iOS.
• Must have cyber security awareness to protect digital environment.

Responsibilities

• Responds to customer and prospect inquiries via phone, email, and digital channels about accounts and Bank products.
• Documents all interactions in CRM accurately to reflect customer interactions and resolutions.
• Authenticates customers per Bank guidelines to verify identity and protect information.
• Identifies fraudulent activity to protect the Bank and customers.
• Assists customers with online and mobile banking setup, navigation, and maintenance.
• Provides support for other Bank departments as needed.
• Advises customers on Bank products to deepen relationships and service.
• Seeks higher-level approval for situations beyond training or authority.
• Recommends Bank products and services based on customer needs.
• Meets service level deadlines and performance targets.
• Performs outbound calls when required.
• Complies with confidentiality, privacy policies, and all Bank policies.

Skills

Banking experience

Customer service

Product knowledge

Communication skills

Active listening

Problem solving

Cyber security awareness

Education

High School Diploma or GED

Associate’s Degree preferred

Job description

1500 Iyannough Road
Hyannis, MA 02601, USA

Description

SUMMARY:

The Customer Service Specialist I (“Specialist”) provides superior customer service by answering customer questions and assisting with issue resolution. The Specialist will assist in establishing and maintaining electronic banking relationships and provide ongoing support to drive digital adoption for our customers across all platforms. The Specialist will also proactively look for opportunities to provide additional information about banking-related products and services in order to deepen existing banking relationships.

ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES:

• Responds to customer and prospect phone calls, email, and digital inquiries regarding their accounts and all Bank products, including financial transactions.
• Documents all interactions with customers in CRM database by entering or updating information accurately to reflect the customer interaction and resolution.
• Authenticates customers adhering to Bank guidelines in order to properly identify customers and protect customer information.
• Identifies fraudulent activity to protect the Bank and the Bank’s customers
• Assists in customer support for online and mobile banking as well as automated telephone banking including set-up, navigation, and maintenance.
• Provides support for other Bank departments.
• Advises customers regarding the Bank’s products and to ensure that the highest level of customer service is provided.
• Solicit higher-level approval for all situations exceeding experience/training, department scope or assigned level of authority.
• Actively recommends Bank products and services using a customer needs-based assessment.
• Consistently meets service level deadlines and other performance targets or requirements
• Outbound calls to customers as required.
• Complies with all customer confidentiality and privacy policies, as well as all Bank policies.
• Performs duties and assignments in compliance with Bank policies as well as all state and Federal banking regulations.

QUALIFICATIONS:

EDUCATION & CERTIFICATIONS:

• High School degree or GED and willingness to pursue higher education required. Associate’s Degree strongly preferred

KNOWLEDGE, SKILLS & ABILITIES:

• Banking experience preferred
• Ability to quickly learn the Bank’s products and services
• Excellent problem-solving skills with a commitment to customer service a must
• Ability to speak in a clear and pleasant manner
• Ability to use excellent listening comprehension skills to understand callers and determine their needs/question
• Excellent oral and written communication skills
• Ability to handle multiple tasks and interruptions
• Ability to work independently, as well as contribute to the team environment
• Working knowledge of the use of PCs, current Windows operating systems, Microsoft Office, the Internet, and other software systems.
• Knowledge of mobile device platforms including Android and Apple iOS systems.
• Must have cyber security awareness to protect the digital environment, the Bank, and customers.

COMPETENCIES:

• Superior Focus on Customer Service
• Technology Savviness/Digital Enthusiast
• Financial Comprehension
• Adaptability, Flexibility, and a Nimble Learner
• Problem Resolution Focused
• Solid Decisions Making/Judgement

#ZR

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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