Customer Care Specialist (Call Center) at Valley Bank

Wayne, New Jersey, United States -

Full Time

Start Date

Immediate

Expiry Date

12 Jun, 26

Salary

0.0

Posted On

14 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication, Problem Solving, Computer Skills, Product Knowledge, Sales, Referral Generation, Troubleshooting, Detail Oriented, Organization, Patience, Diplomacy, Tact, Confidence, Empathy

Industry

Banking

Description

Responsibilities include but are not limited to: * Follow bank established guidelines regarding customer service and deliver an exceptional customer experience in accordance with Valley's mission statement. * Manage all customer issues while maintaining the highest level of professionalism, provide thoughtful prompt resolution with empathy, poise a consistent voice with the on-going goal of establishing a positive customer experience. * Answer high volume of phone calls, respond to e-mails including various communication channels from clients regarding balances, transactions, Debit Card usage/limits, Internet Banking, and other general banking queries. * Maintain proficient knowledge of Bank products and services and ability to educate customers on such, as well as cross sell various products and services. * Maintain ownership of issues to resolutions and escalate unresolved issues through proper channels. * Responsible for achieving individual sales, referral and service quality goals. * Develop referrals from prospects calling to inquire on bank products and services. * Provide operational support and trouble shoot issues for various digital banking products, such as Online Banking, Remote Deposit Capture, Mobile Banking, Mobile Deposit, and Mobile Wallet/Bill Pay. Qualifications Required Skills: * Excellent verbal and written communication skills. * Strong Customer Service Skills with the ability to engage customers in conversation regarding products and services. * Proficient computer skills; ability to understand and utilize multiple systems, computer and databases. * Demonstrate a working knowledge of bank products, services and policies. * Ability to solve practical problems. * Demonstrate a professional manner and team spirit. * Must be self-driven with a positive outlook and have the ability to demonstrate confidence, tact, patience, and diplomacy while dealing with customers. * Detail oriented and organized. Required Experience: * High School Diploma or GED and a minimum of two years' high volume call center experience, teller or branch banking experience. * Bilingual preferred.

Responsibilities

Responsibilities involve managing high volumes of customer calls and emails regarding general banking queries, transactions, and digital banking products while adhering to bank guidelines and maintaining professionalism. The role also requires educating customers on bank products, cross-selling services, and achieving individual service and sales goals.