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    Customer Service Specialist - Hyannis, United States - Cape Cod Five

    Cape Cod Five
    Cape Cod Five Hyannis, United States

    3 weeks ago

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    Description
    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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