Customer Service Representative

4 weeks ago


Canton, New York, United States Community Financial System, Inc. Full time
Customer Care Center Specialist Job Description

At Community Financial System, Inc., we are dedicated to providing our customers with friendly, personalized, high-quality financial services and products. Our retail division operates across Upstate New York, Northeastern Pennsylvania, Vermont, and Western Massachusetts.

We are committed to our employees, offering competitive compensation, good benefits, and professional development and advancement opportunities. As an equal-opportunity workplace and affirmative-action employer, we celebrate and support a diverse workplace for the benefit of all: our employees, customers, and communities.

Responsibilities:
  • Answer incoming bank calls and forward or assist callers accordingly while adhering to customer service standards and department policy.
  • Provide technical support and assistance to customers and branches for all Customer Care Center products and services as well as general customer assistance with basic deposit and loan questions.
  • Maintain proficient knowledge of, and demonstrate ongoing compliance with all laws and regulations applicable to this position, ensure ongoing adherence to pertinent policies, procedures, and internal controls, and meet all job-specific training requirements in a timely fashion.
  • Provide assistance and technical support to customers, via the help desk, maintaining professionalism and exemplary customer service skills.
  • Answer other general customer questions relative to bank products and services.
  • Follow Electronic Banking procedures to complete Regulation E claims and inquiries. Close cards and reorder when appropriate. Work with Fraud Analysts as necessary.
  • Assist customers with Quicken/QuickBooks.
  • Enter information and detail from each call in Synapsys.
  • May be asked to complete branch requested maintenance, answer customer email inquiries, respond to customer research requests, retrieve and respond to voice mail, assist with department account reconcilement, eStatement review and release, and other clerical duties.
  • As an integral member of the Customer Care Center, this position is also responsible to provide assistance wherever necessary to help the Customer Care Center and the Bank in achieving their annual goals.
Qualifications:
  • Call Center or customer service and banking experience preferred. Working knowledge of CBNA products/services preferred.
  • Two (2) year degree in Business or Finance with emphasis on communications or equivalent related experience.
  • Proficient PC Skills including typing.
  • Proven experience with e-mail software and the Internet.
  • Excellent oral and written communication skills.
  • Proficient in letter-writing using business letter skills.
  • All applicants must be 18 years of age or older.

Hours: 40 hours/week Compensation: Commensurate with experience plus potential for annual merit increase.



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