Digital Banking Support & Customer Service Specialist

Ulster Savings; City of Kingston (NY); On-site; USD 38,000 - 42,000; Full time

Benefits offered by this job

Paid time off

Paid holidays

Medical insurance

Dental insurance

Vision insurance

401k matching

Educational assistance

Job summary

Ulster Savings Bank in Kingston, NY is hiring for a full-time Customer Service position. You will support Internet Banking, Mobile Banking and Bill Pay, resolving issues and guiding customers through digital services. Flexibility in work hours and a focus on security are required.

The role emphasizes cross-selling bank products, strong communication, and teamwork, with a robust benefits package including healthcare, retirement plans, and education assistance.

Qualifications

• Excellent oral, written, and analytical skills.
• Strong telephone and interpersonal skills.
• Knowledge of DNA and Online Banking.
• Demonstrated proficiency with Microsoft Teams, Microsoft Word and Microsoft Outlook.
• Must be familiar with emails, secure messages, multifactor authentication, secure chat.
• Bi-lingual abilities are a plus.

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 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.

Skills

Oral communication

Written communication

Analytical skills

Telephone skills

Interpersonal skills

Team player

Flexible schedule

Knowledge of Online Banking

Education

High School Diploma

Tools

Microsoft Teams

Microsoft Word

Microsoft Outlook

CRM software (Monday)

Job description

Ulster Savings Bank in Kingston, NY is hiring for a full-time Customer Service position. You will support Internet Banking, Mobile Banking and Bill Pay, resolving issues and guiding customers through digital services. Flexibility in work hours and a focus on security are required.

The role emphasizes cross-selling bank products, strong communication, and teamwork, with a robust benefits package including healthcare, retirement plans, and education assistance.