Customer Care Center Associate

At OceanFirst Bank, each employee plays an important role in delivering value to our customers and executing daily tasks in accordance with our core values. Our focus on employee success makes OceanFirst a great place to work and do business.

Great benefits include an on-site fitness facility at our Red Bank and Toms River headquarters, a hybrid schedule after initial onboarding, employee perks & discount programs, tuition assistance, an incentive compensation program, professional development opportunities, and more. Apply today to #BecomeOceanFirst and make an impact in the local community.

About The Role

The Customer Care Associate is a customer service ambassador to external and internal customers of the Bank. This position provides and ensures professional decorum to internal and external customers at all times while responding to calls, emails and chats presented in the Call Center.

What You Will Do

• Answer incoming customer requests through telephone, chat and email and assist customers and staff with banking related questions, responding professionally and treating customers and staff with respect at all times.
• Track case interactions through the Salesforce CRM platform.
• Understand and initiate use of video technology to assist customers face to face when needed; maintain a thorough understanding of the Bank's products and services and present alternate banking solutions to customers when appropriate.
• Effectively handle issues and complaints, make appropriate decisions using Bank policy and procedures, and escalates issues to management when appropriate.
• Assist with department tasks, review of the mobile deposit queue, operating the ITM platform, survey responses, social media monitoring, research and maintenance requests as needed.
• Support Online Banking customers via telephone and Live Chat, including the explanation of features and functionality, browser compatibility, troubleshooting, adding accounts and password resets.
• Provide debit card decline support and unblock cards for travelers as requested.
• Assist customers with lost or stolen debit cards including placing the card in "Hot Card" status, reviewing recent transactions to identify fraudulent activity, initiating Reg E claims when necessary.
• Maintain knowledge of the Bank's security standards and reports incidents appropriately.
• Perform approved account maintenance in accordance with policy and procedure.
• May assist with conversion related and special projects as needed.
• May be required to assist with opening and closing of the branch, settlement and the processing of Teller transactions as needed.

Seniority level

Entry level

Employment type

Full-time

Job function

Other

Industries

Banking

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