Sr Customer Care Specialist (Call Center)

Job Responsibilities

Responsibilities include but are not limited to :

• Follow bank established guidelines regarding servicing and delivery of an exceptional customer experience in accordance with Valley's mission statement.
• Manage all customer inquiries while maintaining the highest level of professionalism, provide thoughtful prompt resolution with empathy, poise a consistent voice with the ongoing goal of establishing a positive customer experience.
• Answer high volume of phone calls, respond to emails through various communication channels from clients regarding balances, transactions, debit card usage / limits, credit card, online payment channels, fraud review Internet Banking and other general and specific banking queries.
• Maintain proficient knowledge of Bank products and services with the ability to educate customers on such, and cross sell various products and services.
• Primary focus, concentration and ownership of the consumer online banking and mobile application issues to resolutions and escalate unresolved cases through proper channels, while adequately documenting and updating cases and / or reports.
• Contributes to the success of the team by maintaining service commitments.
• Develop referrals from prospects calling to inquire on bank products and services.
• Actively participate in process improvement efforts by assisting in the testing of new functionality and provide input related to user experience.
• Prepare written responses and / or verbal to inquiries, complaints, observations, etc. via letter, email, chat, social media or other methods of communication.
• Monitor the bank's social media inbox to detect and respond to customer and prospect inquiries, feedback and complaints via direct messages, comments, and posts.
• Provide timely and accurate responses to customer inquiries, complaints, observations, etc. addressing concerns, answering questions, and offering assistance through the bank's official social media accounts and ensuring activities and responses align with the brand's voice, policies, and compliance guidelines.
• Research and collaborate with other departments to create strategies and coordinate appropriate actions and responses.
• Maintain a positive online presence while troubleshooting and resolving complaints. Promote brand consistency.
• Provide operational and technical support for various digital banking products such as Consumer Online Banking, Mobile Banking, Bill Pay, Card Management, Zelle, Transfer Now, Money Management, Paperless Statements Mobile Deposit and business Remote Deposit Capture.