Customer Service Specialist (Conversations/Chat) I

Salary Grade:13C

SUMMARY:

The Customer Service Specialist provides the highest level of customer service for the Cape 5's customers and prospects using online and mobile banking chat (Banno Conversations) and email channels; including customer service inquiries, requests, maintenance.

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES:

1. Provide daily support by assisting customers via diverse communication channels to including: inbound/outbound calls, email, and online & mobile banking chat with professionalism and urgency.
2. Addresses customer and prospect chat and email inquiries, regarding their accounts, including financial transactions, bank products, and general inquiries and feedback.
3. Assists in the customer support for online and mobile banking, BillPay, ATM cards, debit cards, travel notifications, disputes, fraud concerns, including set-up and maintenance.
4. Cross-sells bank products and services using a needs-based approach.
5. Responds to customer service e-mail inquiries.
6. Handle customer service issues via direct interface with the customer when appropriate in order to expedite solutions.Solicit higher level approval for all situations exceeding experience/training, department scope or assigned level of authority.
7. Maintaining CRM database by entering and updating information accurately to reflect contact/customer resolution.
8. Responsible for researching and preparing the proper response to customer complaints and inquiries by using an approved library, interacting with team members, employees and managers in Banking Services, Banking Centers and other business lines as needed to complete assigned tasks.
9. Work with a goal of creating positive customer experiences to drive results and engagement levels.
10. Responsible for resolving operational and/or technical issues in accordance with established operating policies and procedures
11. Consistently meets service level deadlines and other performance targets or requirements
12. Utilizes authentication and other procedures to identify customers and protect customer information.
13. Complies with all Bank policies including customer confidentiality and privacy policies.
14. Performs duties and assignments in compliance with all state and federal banking regulations.
15. May work on other projects/assignments supporting banking services administration or other areas of the Bank.

EDUCATION, CERTIFICATIONS: (Minimum education required to perform the duties of this position):

• Associates degree or equivalent experience required. Bachelor's degree preferred.

KNOWLEDGE, SKILLS & ABILITIES:

• Three (3) years prior experience in providing customer service and technology support.
• Prior banking experience preferred.
• Ability to support customers via various communication channels is critical.
• Problem solving skills with a commitment to customer service a must.
• Able to work extended hours and some Saturdays.
• Demonstrated ability to produce high quality written business correspondence appropriate for online chat and email.
• Strong oral, written communication, and active listening skills.
• Ability to handle multiple tasks and interruptions.
• Ability to work independently, as well as contribute to the team environment.
• Working knowledge of the use of PCs, current Windows operating systems, Microsoft Office, the Internet, and other software systems.
• Must have cyber security awareness to protect the digital environment, the Bank, and customers.

COMPETENCIES:

• Decisions Making/Judgement
• Customer Focus
• Problem Solving
• Nimble Learner
• Digital Savviness
• Resiliency

PHYSICAL DEMANDS:

Normal Physical Capabilities:

Incumbents must be able to perform the following activities frequently or continuously throughout the workday as appropriate to the position: travel throughout the Bank's primary and secondary market areas (which are beyond Cape Cod), bend, carry (one and two hands), collate papers, dial a phone, file records, hear at normal speaking levels, hold items with hands, lift up to 25 lbs., move throughout building, operate office equipment (fax, copier, phone, computer, etc.), computer input for extended periods of time, read English, see well enough to scan documents with detail, sit for up to two hours at a time, stand for short periods of time, speak on the telephone and in person, write with hand, and work at the Bank's facilities.

*Reasonable accommodation may be available for qualified individuals with disabilities

WORKING CONDITIONS:

Internal -- work is normally performed in climate-controlled office environment, where exposure to conditions of extreme heat/cold, poor ventilation, fumes and gases is very limited. Noise level is moderate and includes sounds of normal office equipment (computers, telephones, etc.). No known environmental hazards are encountered in normal performance of duties. Length of day is unpredictable; long hours may be required to accommodate deadlines or special meetings.

External -- Some travel to remote Bank locations will be required; this will include some overnight travel, not to exceed 5%. Environmental conditions are regular office and branch locations of the Bank.