Customer Service Specialist

4 weeks ago

Hyannis, United States Cape Cod Five Full time

The Customer Service Specialist provides superior customer service by answering customer questions & assisting with issue resolution. The Specialist will assist in establishing & maintaining electronic banking relationships & provide ongoing support to drive digital adoption for our customers across all platforms. The Specialist will also proactively look for opportunities to provide additional information about banking related products & services in order to deepen existing banking relationships. ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES: Responds to customer & prospect telephone, email, & digital inquiries regarding their accounts & all bank products, including financial transactions. Documents interactions with customers Authenticates customers adhering to Bank guidelines. Identifies fraudulent activity to protect the Bank & the Bank?s customers Assists in the customer support for online & mobile banking as well as automated telephone banking including set-up, navigation, & maintenance. Provides support for other bank departments. Advises customers regarding Cape Cod Five?s products & to ensure that the highest level of customer service is provided. Actively recommends bank products & services using a customer needs-based assessment. Outbound calls to customers as required. Complies with all customer confidentiality & privacy policies, as well as all Bank policies. Performs duties & assignments in compliance with all state & Federal banking regulations. QUALIFICATIONS: EDUCATION & CERTIFICATIONS: (Minimum education required to perform the duties of this position) High School degree or GED & willingness to pursue higher education required. Associate degree strongly preferred. KNOWLEDGE, SKILLS & ABILITIES: 6 months customer service experience Experience providing digital support preferred Banking experience preferred Ability to quickly learn the Bank?s products & services Excellent problem-solving skills with a commitment to customer service a must Ability to speak in a clear & pleasant manner Ability to use excellent listening comprehension skills to understand callers & determine their needs/question Excellent oral & written communication skills Ability to handle multiple tasks & interruptions Ability to work independently, as well as contribute to the team environment Working knowledge of the use of PCs, current Windows operating systems, Microsoft Office, the Internet, & other software systems. Knowledge of mobile device platforms including &roid & Apple iOS systems. Must have cyber security awareness to protect the digital environment, the Bank, & customers. COMPETENCIES: Superior Focus on Customer Service Technology Savviness/Digital Enthusiast Financial Comprehension Adaptability, Flexibility, & a Nimble Learner Problem Resolution Focused Solid Decisions Making/Judgement

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