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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, responding to inquiries, performing research, educating customers, and promoting bank products and services. Identifies and offers new opportunities and solutions to meet customer needs.
Responsibilities
- Responds to incoming calls from internal and external customers, addressing inquiries about account information, rates, products, services, Online Banking, and ATM/Debit Cards.
- Performs PIN resets, Online Banking and e-Statement setup, and check order requests.
- Compiles customer information and files EFT complaints for unauthorized electronic activity.
- Follows through with customer issues, providing ongoing assistance and identifying needs to cross-sell or refer to appropriate business lines.
- Supports bank initiatives and sales campaigns.
- Researches and resolves customer issues, managing difficult situations and ensuring customer satisfaction.
- Identifies and escalates difficult customer situations.
- Prepares customer correspondence as needed.
- Processes all applicable customer account documentation to ensure compliance with Bank policy.
- Stays informed about products, services, laws, regulations, and policies.
- Continually advances knowledge to support an omni-channel contact center.
- Provides backup support to Sr. Customer Support Specialist, coaching and mentoring new team members.
- Ensures compliance with all banking laws, rules, regulations, and policies 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.
- Excellent customer service skills.
- Ability to work in a team environment.
- Ability to multi-task.
Location
- Yorktown, NY
Work Type
- Remote
- Flexible environment
Experience Level
- Minimum 1 year
Education Level
- High School diploma
Salary/Compensations
- $20.00 - $28.90
About the Company
- Beacon Bank is an Equal Opportunity Employer.
Equal Opportunity
- 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.