Customer Care Specialist (Call Center) - Wayne, NJ

Customer Care Specialist (Call Center)

At Valley Bank, we believe in people's growth potential. We invest in it. We protect it. We focus it. For nearly 100 years, we've been the bank that clients from every industry turn to for our expertise, strategies, and advice building the kind of trust that can fuel every goal. We are the leading relationship bank built for growth with over $60 billion in assets, 3,800 experts, and more than 200 consumer branches and commercial banking offices in communities across the US. At Valley, we're all driven by an ambition that goes deeper than just having a job. That's why when you work for us, we make it our goal to help you focus on what drives you working to turn your passions and strengths into assets you can use to propel your ambitions and build the professional legacy you want. Because when we say we're a relationship bank built for growth, that's not just reserved for our clients that includes all our associates as well.

The Customer Service Specialist provides best in class customer care across Valley's key channels such as via the telephone, emails, Live Chat - Social Media.

Expected Work Hours : Mon, Tue, Thu, Fri, Sat 11 : 00AM-7 : 30PM

Job Description

Responsibilities include but are not limited to :

• Follow bank established guidelines regarding customer service and deliver an exceptional customer experience in accordance with Valley's mission statement.
• Manage all customer issues while maintaining the highest level of professionalism, provide thoughtful prompt resolution with empathy, poise a consistent voice with the on-going goal of establishing a positive customer experience.
• Answer high volume of phone calls, respond to e-mails including various communication channels from clients regarding balances, transactions, Debit Card usage / limits, Internet Banking, and other general banking queries.
• Maintain proficient knowledge of Bank products and services and ability to educate customers on such, as well as cross sell various products and services.
• Maintain ownership of issues to resolutions and escalate unresolved issues through proper channels.
• Responsible for achieving individual sales, referral and service quality goals.
• Develop referrals from prospects calling to inquire on bank products and services.
• Provide operational support and trouble shoot issues for various digital banking products, such as Online Banking, Remote Deposit Capture, Mobile Banking, Mobile Deposit, and Mobile Wallet / Bill Pay.

Requirements

Full-time / Part-time : Full-time

Location(s) : 1720 Route 23, Wayne, New Jersey 07470, United States

Total Rewards Summary : We provide a comprehensive and competitive total rewards package including base salary determined by factors such as the role, relevant experience, skill set, and geographical location. Eligible positions may also be eligible to receive commission-based compensation and / or discretionary incentive compensation, which may be awarded as cash or forfeitable equity, recognizing individual performance and contributions. In addition to financial compensation, we offer a robust suite of benefits tailored to meet diverse employee needs based on eligibility criteria. These include comprehensive health care and insurance plans, retirement savings options, tuition and adoption reimbursement programs, paid time off, mental health support, and other valuable benefits programs. Further details regarding total compensation and benefits will be shared during the hiring process.

Pay Range : $17.31 - $28.85 / hour

Valley National Bank is an Equal Opportunity / Affirmative Action Employer. All qualified applicants are encouraged to apply, and will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or other legally protected characteristics.