Customer Care Specialist
Company: Valley National Bancorp
Posted on: June 7, 2021
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.
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
- 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
- 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.
- High School Diploma or GED and a minimum of two years' high
volume call center experience, teller or branch banking
- Bilingual preferred.
Keywords: Valley National Bancorp, Wayne , Customer Care Specialist, Other , Wayne, New Jersey
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