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About the Role

Provides superior customer service by responding to calls from internal and external customers. Serves as the customer service telephone liaison for Beacon Bank, responding to inquiries, performing research, educating customers, and promoting products and services. Identifies and offers new opportunities and solutions to meet customer needs.

Responsibilities

• Responds to incoming calls from internal and external customers, ensuring excellent customer service by addressing account inquiries, deposit and loan rate requests, and information about products and services.
• Performs PIN resets, Online Banking and e-Statement setup, and check order requests.
• Compiles customer information and files EFT complaints for reports of unauthorized electronic activity.
• Follows through with all customer issues and provides ongoing assistance.
• Identifies customer needs and offers new opportunities through cross-selling or referrals to deepen customer relationships.
• Supports and participates in bank initiatives and sales campaigns.
• Researches and resolves customer issues, managing difficult situations and following up to ensure satisfaction.
• Identifies and escalates difficult customer situations to the appropriate party.
• Prepares customer correspondence as needed.
• Processes all applicable customer account documentation to ensure compliance with Bank policy.
• Stays abreast of products, services, applicable laws, regulations, policies, and procedures.
• Continually advances knowledge to support an omni-channel contact center, including account opening, loan applications, loan payments, live chat, and other customer service requests.
• Provides backup support to Sr. Customer Support Specialist, coaching and mentoring new team members.
• Ensures compliance with all banking laws, rules, regulations, and policies/practices/procedures to reduce risk and uphold ethical standards.

Requirements

• Minimum 1 year banking experience.
• Experience working remotely or in a flexible environment.

Skills

• Proficient with MS Office products (Word & Excel) and the Internet.
• Problem solving ability.

Location

• Yorktown Heights, NY

Work Type

• Non-Exempt

Experience Level

• Minimum 1 year

Education Level

• High School diploma

Salary/Compensations

• $20.00 - $28.90

About the Company

• Beacon Bank is a financial institution.

Equal Opportunity

• Beacon Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
• If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or would like to request alternative methods of applying, please contact us at hr@berkshirebank.com.