Senior Banking Customer Support Specialist

Five Star Bank; City of Rochester (NY); On-site; USD 28,000 - 32,000; Full time

Job summary

Five Star Bank is seeking a Senior Banking Customer Support Specialist to join the regular full-time contact center in Buffalo, NY. This role acts as the first line of contact and trusted consultant to customers, handling inbound calls while addressing bank-related inquiries and promoting relevant products.

Ideal candidates have 3 years of customer experience in a contact center, with strong communication skills and the ability to organize tasks and meet deadlines.

Qualifications

• Education: High School Diploma or Equivalent.
• Experience: 3 years in Customer Experience or Contact Center.
• Preferred: 5 years in Customer Experience, Contact Center.

Responsibilities

• Mentors and assists with inquiries to non-senior associates.
• Support all products and services in our retail and commercial lines of business via inbound and outbound customer service calls.
• Answer customer inquiries concerning bank operations, regulations, transaction processing, electronic services, marketing, and promotional activities.
• Identify customer needs and suggest appropriate products and services to meet their needs.
• Utilize technology to support and troubleshoot online services, gather information, and track customer interactions.
• Use critical thinking to remain solution-focused.
• Identify opportunities to help our customers and grow our business.
• Follow bank policies, procedures, all applicable laws, regulations and compliance.
• Flexibility to work various shifts including evenings, weekends, and holidays.
• Demonstrate the standards and principles of the Five Star Bank experience in every interaction with internal and external customers, associates, and stakeholders.

Skills

Excellent communication skills

Organizational skills

Customer experience

Education

High School Diploma or Equivalent

Associate Degree

Tools

Windows OS

Microsoft Office

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Senior Banking Customer Support Specialist

Regular Full-Time Contact Center Buffalo, NY, US

3 days ago Requisition ID: 5625

Salary Range: $20.00 To $23.00 Hourly

Reports To: Customer Contact Center Manager Inbound or Team Leader - Inbound

Department: Customer Contact Center

FLSA Status: Non-Exempt

Purpose: Five Star Bank is seeking motivated candidates to fulfill the position of Sr. Customer Contact Center – Inbound Associate. This position will act as first line of contact and trusted consultant to our customers. The Sr. Customer Contact Center – Inbound Associate will work directly with our customers to meet their needs and provide the best customer service

Supervisory Responsibilities

Degree of Supervision Received: Moderate

• Supervision Received (title): Customer Contact Center Manager Inbound or Team Leader - Inbound

Degree of Supervision Given: NA

• Supervision Given to (Titles): NA

Essential Functions

• Mentors and assists with inquiries to non-senior associates
• Support all products and services in our retail and commercial lines of business via inbound and outbound customer service calls.
• Answer customer inquiries concerning bank operations, regulations, transaction processing, electronic services, marketing, and promotional activities
• Identify customer needs and suggest appropriate products and services to meet their needs.
• Utilize technology to support and troubleshoot online services, gather information, and track customer interactions.
• Use critical thinking to remain solution-focused.
• Identify opportunities to help our customers and grow our business.
• Follow bank policies, procedures, all applicable laws, regulations and compliance.
• Flexibility to work various shifts including evenings, weekends, and holidays.
• Demonstrate the standards and principles of the Five Star Bank experience in every interaction with internal and external customers, associates, and stakeholders. Incorporate the high-performance behaviors of teamwork, leading by example, and service in every facet of work.
• This job description is not exhaustive. The Sr Customer Contact Center - Inbound Associate may be required to perform other duties as assigned, including supporting other talent development and planning work that supports the business success.

Job Related Qualifications – Education and Prior Experience

Required:

• Education: High School Diploma or Equivalent
• Prior Experience: 3 years Customer Experience, Contact Center

Preferred:

• Education: High School Diploma/Associate Degree
• Prior Experience: 5 years Customer Experience, Contact Center
• Excellent communication skills (both verbal and written).
• Ability to organize and prioritize to meet deadlines.
• Bank experience preferred.
• Proficiency in Windows based and Microsoft office applications.

Physical Requirements

• Able to regularly sit for prolonged periods of time.