Customer Service Specialist - Kingston, NY

Ulster Savings Bank; City of Kingston (NY); On-site; USD 40,000 - 55,000; Full time

Job summary

Ulster Savings Bank is seeking a customer service specialist to support Internet Banking and Mobile Banking users. You will resolve issues, document cases, and provide proactive assistance to ensure smooth digital banking experiences.

The role requires a High School Diploma and at least two years in banking or customer service, with strong communication and security awareness. A team-friendly, tech-savvy performer is ideal for our Kingston team.

Qualifications

• High School Diploma required.
• Minimum 2 years banking or customer service experience.
• Excellent communication and interpersonal skills are essential.

Responsibilities

• Provide excellent customer service by identifying issues and resolving them.
• Act as primary support for Internet Banking and Mobile Banking services.
• Document inquiries and case activities in CRM/Monday.
• Cross-sell bank products and refer customers as appropriate.
• Follow security procedures and verify customer identity during interactions.
• Troubleshoot common digital banking issues and assist with authentication.

Skills

Excellent communication

Customer service

Team player

Problem solving

Bi-lingual

Tech-savvy

Security awareness

MS Teams / MS Office

Phone etiquette

Education

High School Diploma

2 years banking/customer service experience

Tools

CRM software

Microsoft Teams

Microsoft Word

Microsoft Outlook

Nautilus

Web browsers

Job description

Working at Ulster Savings Bank

At Ulster Savings Bank, you'll be part of an enthusiastic team of people where we believe in working closely together for the benefit of our customers, communities, and each other. When you add this to an environment that allows skills and experience to bring forth growth and change, you'll find plenty of room to grow professionally. We offer an excellent benefit package, including paid time off, paid holidays, medical, dental and vision insurance, matching 401k plan, and educational assistance. Final candidates are subject to a pre-employment background check, which will include, but is not limited to credit history.

Ulster Savings Bank is officially Certified by Great Place To Work

Qualifications

Are you looking for a rewarding career with growth potential?

Business Development drives financial performance through profitable revenue growth, goal attainment and exceptional customer service. All employees have a role in Business Development and are responsible for identifying potential opportunities to cross sell all Bank products and/or services to both new and existing clients. Employees will continually prospect, both within and outside of the Bank, to create new lead streams for any and all of the Bank's business lines.

Position Hours

Monday through Friday - 8:00am to 5:00pm; 9:00am to 6:00pm
Saturday - 9:00am to 2:00pm (2 - 3 per month)

Essential Knowledge and Skills

• Excellent oral, written, and analytical skills
• Excellent telephone skills
• Strong interpersonal/customer service skills
• Strong overall technical and problem-solving skills
• Team player
• Ability to work flexible work schedules
• Knowledge of DNA and Online Banking
• Demonstrated proficiency with Microsoft Teams, Microsoft Word and Microsoft Outlook
• Must demonstrate knowledge of everyday digital tools
• Troubleshoot common issues with digital devices
• Ability to recognize red flags during phone interactions (e.g., scripted responses, refusal to verify identity, requests to bypass security procedures)
• Understanding of proper authentication and verification procedures
• Ability to elevate suspicious activity according to internal protocols
• Commitment to following security procedures without exception, even under pressure
• Bi-lingual abilities are a plus

Essential Duties and Responsibilities

• Provide excellent customer service by identifying customer's issues/problems, determining the cause, explaining the best solution, expediting the correction, and following up to ensure resolution.
• Act as primary customer support for Internet Banking, Mobile Banking Devices, Bill Pay Service, and other electronically delivered services.
• Understand the services available through Treasury Management, and how to support them
• Ability to successfully navigate administrative support tools for online banking, bill pay and debit cards that aid in problem/issue resolution.
• Document all customer inquiries, tasks, and case activities in CRM/Monday.
• Look up statements, End of Year documents, check images in Nautilus.
• Knowledge of all Bank Departments to assist in first call resolution.
• Problem solves all online banking related issues and handle e-mail and voice mails responses.
• Proficient in using web browsers, navigating tabs, clearing cache and cookies.
• Comfortable using and navigating smartphones (iOS and/or androids)
• Ability to follow step-by-step technical instructions and adapt to new systems quickly.
• Must be familiar with emails, secure messages, multifactor authentication, secure chat.
• Have the ability troubleshoot common technical issues (login problems, app errors, connectivity issues)
• Must have the ability to recognize and respond appropriately to potential fraud scenarios in both phone and digital banking environments.
• Cross-sell bank products, services and actively seek referrals.
• Serve as a back‑up for Back Office Operations on an as needs basis
• Any other tasks as assigned by management.

Marginal Duties and Responsibilities:

• Processing daily jobs effectively and timely.
• Attend any training required by management.
• As assigned by management.

Educational Requirements

• High School Diploma.
• Minimum 2 years' banking or customer service experience.

Ulster Savings Bank is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability or protected veteran status, and any other basis protected by applicable local, state, or federal law or Executive Orders.