Customer Care Specialist (Call Center)

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

Required Skills:

• Excellent verbal and written communication skills.
• Strong Customer Service Skills with the ability to engage customers in conversation regarding products and services.
• Proficient computer skills; ability to understand and utilize multiple systems, computer and databases.
• Demonstrate a working knowledge of bank products, services and policies.
• Ability to solve practical problems.
• Demonstrate a professional manner and team spirit.
• Must be self-driven with a positive outlook and have the ability to demonstrate confidence, tact, patience, and diplomacy while dealing with customers.
• Detail oriented and organized.

Required Experience:

• High School Diploma or GED and a minimum of two years' high volume call center experience, teller or branch banking experience.
• Bilingual preferred.