Customer Service Specialist

2 weeks ago

Newtown, United States Newtown Savings Bank Full time

L ocation: Newtown, CT Are you passionate about providing extraordinary customer service? Have you been recognized for your warm, friendly personality? Do you enjoy helping customers via the telephone, online and email? If this describes you, we have the opportunity you’re looking for Newtown Savings Bank is seeking a professional, positive, and high energy team player for our Customer Service Specialist opportunity. Our Customer Service Specialist partners with the retail banking team to implement and carry out Bank policy, procedures, and goals, with respect to the overall operation of the Customer Service Center (Call Center). This position provides customer service through a Call Center environment while strictly following all Regulatory Guidelines and Security Procedures; proactively cross sells all Bank Products and Services; uses proper and courteous telephone etiquette. The work week schedule will consist of 37.5 hours, Monday - Friday 8:00am-7:00pm and Saturday 8:00am-3:00pm. Candidates must be able to work during these business hours. This position will have an assigned remote and on-site schedule. When working from home, use bank provided equipment, in a home setting that allows for uninterrupted work hours and a quiet environment to take customer calls. Must be able to commute to our Newtown, CT office to work on-site, when scheduled. PRIMARY RESPONSIBILITIES: Within a Customer Service Center environment, respond to customers through a variety of incoming communication channels including telephone, online and email while meeting Bank defined service standards. Provide customers with product and service information as well as account resolution. Document each communication appropriately.

Acknowledge and courteously resolve customer complaints with a first-time resolution. Research and render decisions within authority level, refer as needed to department supervisor. Ensure customer satisfaction and provide professional customer support.

Maintain a high level of knowledge regarding all Bank services and product suites. Use knowledge to actively solicit new business from both customers and potential customers by identifying sales opportunities and uncovering needs. Actively sell the complete line of deposit products and services as well as make referrals to Commercial Lending, Mortgage Bankers and Newtown Investment Solutions.

Process and settle customer transactions received through incoming communication channels, using the appropriate operating system.

Support the Bank’s Mission Statement, Vision Statement, Core Values.

Support department management in creating and maintaining an environment where employees feel engaged, supported and valued.

POSITION REQUIREMENTS Outstanding customer service skills

High School Diploma or equivalent.

1-2 years Banking / Call Center experience

Bilingual preferred

Ability to listen well and follow instruction

Knowledge of basic computer applications

Verbal and Written Communication skills.

Ability to multi-task

Proper telephone etiquette

Knowledge of Banking Rules and Regulations

Knowledge of Newtown Savings Bank and Newtown Savings Bank Systems

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Any physical demands or work conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Full time employees also receive a complete benefit package including a generous 401(k), medical benefits, paid time off, and short and long term disability programs. Newtown Savings Bank is an equal opportunity and affirmative action employer regardless of race, gender, disability status, protected veteran status. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, age, marital status, national origin/ancestry, sexual orientation, gender identity, disability status, protected veteran status, or any other legally protected status.

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