Customer Care Center Associate

1 month ago

Toms River, United States OceanFirst Bank Full time

Our Customer Care Center is seeking a new Full Time Associate to join our team Must be comfortable being on the phone and on video. Be part of an amazing team of over 50 associates who provide top notch customer service and resolutions via a high-volume of phone calls as well as live chat, video chat, text, and email.

At OceanFirst Bank, each one of our employees plays an important role in fulfilling the mission and taking responsibility to execute daily tasks in alignment with our core values. Together we foster an environment of respect, professionalism and diversity that makes OceanFirst a great place to work and do business.

Great benefits include: on-site fitness facility at Red Bank and Toms River headquarter offices, hybrid schedule after initial onboarding has been completed, employee perks & discount programs, tuition assistance, incentive compensation program, professional development opportunities, and more Apply today to #BecomeOceanFirst and make an impact in the local community

About Our Call Center

Hours of Operation

Monday - Friday 7am - 7pm
Saturdays 8am - 5pm

Training Schedule & Permanent Shift Time

All new associates will participate in on-site training for 4 weeks minimum at our Toms River headquarters. Upon completion of training and meeting guidelines to work independently, new associate may work the hybrid schedule offered during the permanent shift time of 10:30am - 7:15pm (weekdays) and 8am - 5pm on Saturdays.

Grow With Us

Employees have access to state-of-the-art trainings, both self-paced online and in-person workshop options. Grow with OceanFirst Bank into a Senior Associate, Supervisory role, or other areas of the department

About the Role

The Customer Care Associate position is a customer service ambassador to external and internal customers of the Bank. This position provides and ensures professional decorum to internal and external customers at all times, while responding to calls, emails and chats presented in the Call Center.

What You Will Do

  1. Answers incoming customer requests through telephone, chat and email and assists customers and staff with banking related questions. Responds professionally and treats customers and staff with respect at all times.
  2. Tracks case interactions through the Salesforce CRM platform.
  3. Understands and initiates use of video technology to assist customers face to face when needed; Maintains a thorough understanding of the Bank's products and services and presents alternate banking solutions to customers when appropriate.
  4. Effectively handles issues and complaints, makes appropriate decisions using Bank policy and procedures, and escalates issues to management when appropriate.
  5. Assists with department tasks, review of the mobile deposit queue, operating the ITM platform, survey responses, social media monitoring, research and maintenance requests as needed.
  6. Supports Online Banking customers via telephone and Live Chat, including the explanation of features and functionality, browser compatibility, troubleshooting, adding accounts and password resets.
  7. Provides debit card decline support and unblocks cards for travelers as requested.
  8. Assists customers with lost or stolen debit cards including placing the card in "Hot Card" status, reviewing recent transactions to identify fraudulent activity, initiating Reg E claims when necessary.
  9. Maintains knowledge of the Bank's security standards and reports incidents appropriately.
  10. Performs approved account maintenance in accordance with policy and procedure.
  11. May assist with conversion related and special projects as needed.
  12. May be required to assist with opening and closing of the branch, settlement and the processing of Teller transactions as needed.


What We Expect of You:
  • Excellent verbal and written communication skills and proficiency with video chat.
  • Strong customer service skills.
  • Ability to solve complex problems quickly and efficiently.
  • Strong computer literacy (including Internet, PC and E-mail technology) and ability to navigate multiple programs simultaneously while speaking with a customer.
  • Proficiency in Microsoft Word, Excel and Outlook.
  • Knowledge of operating in a financial services environment and its policies and procedures.
  • Working knowledge of bank products and services or ability to be trained and quickly learn.
  • Availability to work extended hours and weekends.
Your Qualifications
  • High school diploma or equivalent.
  • Minimum one year experience in customer service / call center environment.
  • Experience preferred working with:
    1. CCaas Solutions (Nice, Five9, Talkdesk, Genesys, etc.)
    2. Cloud-based CRM (Salesforce, MS Dynamics, etc.)
Internal and External Contacts
  • Frequent divisional and interdivisional contact.
  • Frequent contact with customers in response to inquiries on all account related issues.
  • Occasional contact with external providers.

Working Conditions/Physical Requirements

Hybrid office environment and remote environment If working remotely environment must be noise and distraction free. Ability to operate computer. Ability to communicate in order to exchange simple to complex information with individuals and groups. Ability to travel throughout Bank footprint.

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