Customer Service Specialist - Kingston, NY

Ulster Savings Bank; Stockade District (NY); On-site; USD 48,000 - 70,000; Full time

Benefits offered by this job

Paid time off

Health insurance

Dental insurance

Vision insurance

401k match

Educational assistance

Job summary

Ulster Savings Bank is seeking a capable customer service and business development professional in New York. You will drive revenue growth, support clients with digital banking tools, and cross-sell bank products while delivering exceptional service.

Requires strong communication, analytical skills, and experience in banking or financial services; knowledge of online banking and security procedures is a plus. The role supports a growing customer base in a collaborative team environment.

Qualifications

• Excellent oral, written, and analytical skills.
• Experience in banking or customer service preferred.
• Familiar with online banking and security procedures.

Responsibilities

• Provide excellent customer service by identifying customer issues, determining causes, and offering effective solutions.
• Act as primary support for Internet Banking, Mobile Banking, Bill Pay, and other digital services.
• Cross-sell bank products, services and actively seek referrals.
• Document all inquiries and tasks in CRM and related systems.

Skills

Oral communication

Written communication

Analytical skills

Customer service

Education

High School Diploma

Tools

CRM

Monday.com

Microsoft Teams

Microsoft Word

Microsoft Outlook

Job description

Working at Ulster Savings BankAt 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 WorkClick here to learn about our benefit package.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 HoursMonday through Friday - 8:00am to 5:00pm; 9:00am to 6:00pmSaturday - 9:00am to 2:00pm (2 - 3 per month)Essential Knowledge and SkillsExcellent oral, written, and analytical skillsExcellent telephone skillsStrong interpersonal/customer service skillsStrong overall technical and problem-solving skillsTeam playerAbility to work flexible work schedulesKnowledge of DNA and Online BankingDemonstrated proficiency with Microsoft Teams, Microsoft Word and Microsoft OutlookMust demonstrate knowledge of everyday digital toolsTroubleshoot common issues with digital devicesAbility 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 proceduresAbility to escalate suspicious activity according to internal protocolsCommitment to following security procedures without exception, even under pressureBi-lingual abilities are a plusEssential Duties and ResponsibilitiesProvide 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 themAbility 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 basisAny 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 RequirementsHigh 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.