Customer Care Specialist (Partial Onsite Call Center)
Company: Valley National Bank
Location: Wayne
Posted on: January 25, 2023
Job Description:
Job Description
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
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.
Keywords: Valley National Bank, Wayne , Customer Care Specialist (Partial Onsite Call Center), Other , Wayne, New Jersey
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