Customer Care Center Specialist - Needham Heights, United States - Needham Bank
Description
Customer Care Center SpecialistJob Tracking
ID :
Job Location :
Job Level :
Any
Level of Education :
High School/GED
Job Type :
Full-Time/Regular
Date Updated :
01/30/2024
Years of Experience :
Not Applicable
Starting Date :
Invalid Date
Salary :
$0
Job Description
This position provides customer service and banking solutions, education and information and issue resolution to our Needham Bank customers and communities via the Customer Care Center channel.
A Customer Care Center Specialist will advise, advocate and deliver on the service and support needs of our customers.
This position will go beyond processing simple account transactions to listen to and identify customer needs to efficiently complete requests, resolve problems and provide information on products and services.
Customer Care Center Specialist should anticipate needs and resolve concerns with the goal of exceeding expectations, no matter how large or small the request.
The Customer Care Center Specialist II will identify the customer's service and banking needs and provide solutions to maintain and establish strong customer relationships.
ESSENTIAL DUTIES & RESPONSIBILITIESIdentify, support and resolve the service needs of customer calling into Needham Bank.
Understand which products/services will work best for our customer throughout the relationship and how to successfully resolve customer requests using available tools and resources.
Asks and answer questions, listen to what is said and not said to fully understand the need and provide the resolution to the customers' needs the first time.
Actively analyze/resolve complex problems through creative solutions.
Provide this support in a professional, fast-paced environment that requires accuracy, multi-tasking and effectively communicating resolutions in an efficient manner.
Demonstrate understanding of the multiple ways customer's bank using online and mobile technology, branch and contact centers and ability to educate and explain the services and channels so the customer needs will be met through the different channels.
Educate and explain features and benefits of bank products such as deposit, card products, loan servicing and mobile and online banking.
Complete general service request such as change of address, balance and transaction inquiries, loan inquiries, transfers, and card lost stolen and claims intake.
Address basic and complex loan inquiries and pay off questions.
Navigate multiple computer applications while interacting with customers.
Utilize all tools and resources available to resolve more complex customer issues.
Experience and Skills
JOB REQUIREMENTS
Has 2 or more years of customer service experience, including experience handling difficult client situations.
Has a skilled level of proficiency with computers and current technology.
Better prepared if you have (desired skills and qualifications) 1+ year of experience in the banking/financial industry. 1+ year of experience working in a client service call center
Demonstrate ability to trouble shoot and problem solve.
Highly motivated and can handle multiple tasks
Demonstrate and promote high ethical standards and behaviors
Strong customer service and problem-solving skills
Maintain a professional manner at all times
Has demonstrated a commitment to excellent attendance and proven reliability and can work the agreed upon schedule.
Has demonstrated being a dependable team-player attitude with an understanding that calls must be handled immediately.
Communicates effectively and confidently
Has demonstrated the ability to engage with customers - begin a conversation, anticipate questions, actively share information using plain language, build rapport and handle objections.
Adaptable and embraces ongoing change and learning new technology/processes.
Perform additional duties as requested, needed or assigned
Fluent in written and verbal English communication skills
Ability to adhere to Needham Bank's Core Values ( Focus on Customer Relationship, Embrace Change, Work as a Team, Be an Asset to Your Community, Always Learn, and Do the Right Thing )
EDUCATION & EXPERIENCE
High school diploma or equivalency required
Knowledge of Banking preferred
Prior e-banking experience a plus
WORKING CONDITIONS/PHYSICAL DEMANDS
Normal business office environment
Customer Care Center specialists work in an inbound contact center that requires sitting and taking calls.
Being available for our customer is a priority that creates a need to adhere to schedules to ensure customers have every opportunity to connect with a bank professional when they want to.
Needham Bank offers a competitive salary and an amazing benefit package for a full-time employee which includes fully paid medical and dental insurance, HRA, 401(k) plan with an 8% bank match, paid time off(PTO), paid holidays, a bonus program, flexible spending accounts, vision service plan, group term life insurance, short and long term disability insurance, tuition reimbursement, and an Employee Assistance Program.
We offer a great benefit package to our eligible part-time employees as well.
At NB, we are dedicated to building a diverse, inclusive and authentic workplace - if you are excited about this role, but your past experience doesn't align perfectly with every qualification in the job description, we still encourage you to apply.
Needham Bank is an Equal Opportunity/Affirmative Action Employer.
Needham Bank will provide all applicants for employment and all employees with equal opportunity for employment and promotion regardless of race, color, religion, gender, national origin or ancestry, age, disability, veteran status, military service, sexual orientation, genetic information, or gender identity.