Customer Service Representative

4 days ago

Parsippany, New Jersey, United States Blue Foundry Bank Full time
Job Title: Contact Center Agent

About Blue Foundry Bank

We are a revolutionary bank that gets things done. Our mission is to shape businesses, form plans, refine ideas, build solutions, and make stuff happen. We are a bank of movers, shakers, and makers who are committed to excellence and customer satisfaction.

Job Summary

We are seeking a highly skilled Contact Center Agent to join our team. As a Contact Center Agent, you will be responsible for delivering exceptional customer service through our remote channels. You will accurately and efficiently handle customer inquiries and service requests, ensuring a positive experience during every interaction.

Key Responsibilities

  • Provide exceptional customer service while demonstrating a passion for helping others
  • Communicate effectively and remain patient, positive, and customer-focused while handling complex inquiries and requests
  • Identify customer pain points and trends, communicate feedback, and collaborate with the Channel Management/Central Operations team to craft viable solutions
  • Provide first-level technical support to customers for all website, online account opening, eBanking, and mobile banking needs
  • Effectively and efficiently handle all communication channels within the Channel Center
  • Diffuse irate customers and demonstrate an ability to deescalate intense situations
  • Ensure the security of customer information and minimize bank losses by following all policies and procedures
  • Maintain self-accountability for achieving target service levels and all channel center key performance indicators
  • Maintain up-to-date knowledge on all bank promotions, accounts, loans, products, and services
  • Resolve customer issues by taking ownership of situations and leveraging all available resources

Requirements

  • Bachelor's degree preferred; a minimum of two years of equivalent financial institution/channel center experience required
  • Knowledge of channel center operations and banking products and services
  • Excellent customer service and communication skills
  • Ability to demonstrate empathy and discuss complex situations/information in an easy-to-understand, patient, and calm manner
  • Excellent interpersonal, organizational, and follow-up skills
  • Ability to multitask in a fast-paced, ever-changing environment
  • Strong time management skills and ability to multitask in a high-pressure environment with short-term deadlines
  • Strong technical, analytical, and problem-solving skills
  • Proficient in Microsoft Suite, including Word, Excel, and PowerPoint
  • Bilingual English/Spanish a plus

Equal Employment Opportunity

Blue Foundry Bank is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity and promotes equal opportunities for all employees.

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