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About the Role

This position is responsible for researching, resolving, and responding to a wide variety of member inquiries and requests through multiple communication channels. The role requires professionalism, service excellence, and sales skills to build and deepen member relationships, contributing to the introduction of tailored products and services while ensuring high service quality.

Responsibilities

• Respond to and resolve member inquiries and issues across multiple channels, including phone, email, and chat.
• Handle balances, transfers, and payments.
• Assist with electronic banking enrollments.
• Resolve password resets and account lockouts.
• Troubleshoot bill pay issues.
• Manage Courtesy Pay and check orders.
• Address lost or stolen debit/credit cards, card PIN resets, and new/replacement card orders.
• Add or remove travel notes and research card declines.
• Process fee refunds within established limits.
• Ensure compliance with security protocols and service standards to verify member identity and maintain confidentiality.
• Recommend appropriate products and services based on member needs, fostering long-term relationships and delivering value.
• Meet or exceed established performance goals related to service quality, member interactions, and response times.
• Ensure any changes to schedules or goals are approved by a manager.
• Participate in continuous professional development to improve service quality.
• Complete role-specific BSA compliance training by specified deadlines.
• Perform all other duties as assigned.

Requirements

• 1 to 3 years of relevant experience, including roles such as customer service representative in a financial institution, member support or service agent in a contact center environment, retail associate handling customer transactions and relationships, or technical support role assisting with banking or financial applications.
• Proficiency in spreadsheets and word processing software.
• Ability to use a PC and office equipment.
• Strong verbal and written communication skills.
• Excellent problem-solving skills, with a keen attention to detail.
• Ability to multitask and prioritize in a fast-paced environment while maintaining high service standards.
• Courtesy, tact, and diplomacy are essential elements of the job.
• Work involves much personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information which may require some discussion.

Skills

• Service excellence
• Sales skills
• PC proficiency
• Office equipment proficiency
• Spreadsheet software proficiency
• Word processing software proficiency
• Verbal communication
• Written communication
• Problem-solving
• Attention to detail
• Multitasking
• Prioritization

Location

• Syracuse, NY

Work Type

• Hybrid
• On-site

Experience Level

• 1-3 years

Education Level

• High school diploma or GED

Salary/Compensations

• $19.76 to $29.63 per hour