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About the Role
Ulster Savings Bank is seeking enthusiastic individuals to join their team, fostering a collaborative environment for customer and community benefit. This role offers professional growth opportunities and involves identifying potential cross-selling opportunities for bank products and services.
Responsibilities
- Identify customer issues/problems, determine the cause, explain solutions, expedite corrections, and follow up to ensure resolution.
- Act as primary customer support for Internet Banking, Mobile Banking Devices, Bill Pay Service, and other electronically delivered services.
- Understand and support Treasury Management services.
- Navigate administrative support tools for online banking, bill pay, and debit cards for issue resolution.
- Document all customer inquiries, tasks, and case activities in CRM/Monday.
- Look up statements, End of Year documents, and check images in Nautilus.
- Assist in first call resolution by knowing all Bank Departments.
- Problem-solve online banking issues and handle email and voicemail responses.
- Use web browsers, navigate tabs, and clear cache and cookies.
- Use and navigate smartphones (iOS and/or androids).
- Follow step-by-step technical instructions and adapt to new systems quickly.
- Utilize emails, secure messages, multifactor authentication, and secure chat.
- Troubleshoot common technical issues (login problems, app errors, connectivity issues).
- Recognize and respond appropriately to potential fraud scenarios in phone and digital banking environments.
- Cross-sell bank products and services and actively seek referrals.
- Serve as a back-up for Back Office Operations as needed.
- Perform any other tasks assigned by management.
- Process daily jobs effectively and timely.
- Attend any training required by management.
Requirements
- Final candidates are subject to a pre-employment background check, which will include, but is not limited to credit history.
- Minimum 2 years’ banking or customer service experience.
Skills
- Excellent oral, written, and analytical skills
- Excellent telephone skills
- Strong interpersonal/customer service skills
- Strong overall technical and problem-solving skills
- Team player
- Ability to work flexible work schedules
- Knowledge of DNA and Online Banking
- Demonstrated proficiency with Microsoft Teams, Microsoft Word and Microsoft Outlook
- Must demonstrate knowledge of everyday digital tools
- Troubleshoot common issues with digital devices
- Ability to recognize red flags during phone interactions (e.g., scripted responses, refusal to verify identity, requests to bypass security procedures)
- Understanding of proper authentication and verification procedures
- Ability to escalate suspicious activity according to internal protocols
- Commitment to following security procedures without exception, even under pressure
- Bi-lingual abilities are a plus
Location
- Kingston, NY
Work Type
- Full Time
Experience Level
- Minimum 2 years’ banking or customer service experience
Education Level
- High School Diploma
Salary/Compensations
- $18.50 - $20.00 Hourly
Benefits
- Paid time off
- Paid holidays
- Medical insurance
- Dental insurance
- Vision insurance
- Matching 401k plan
- Educational assistance
About the Company
- At Ulster Savings Bank, you’ll be part of an enthusiastic team of people where we believe in working closely together for the benefit of our customers, communities, and each other.
- Ulster Savings Bank is officially Certified™ by Great Place To Work®
Equal Opportunity
- Ulster Savings Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability or protected veteran status, and any other basis protected by applicable local, state, or federal law or Executive Orders.