Customer Service Specialist l
- Cape Cod Five Cents Savings Bank
- Barnstable, Massachusetts
- Full Time
The Customer Service Specialist I (\"Specialist\") provides superiorcustomer service by answering customer questions & assisting with issueresolution. The Specialist will assist in establishing & maintainingelectronic banking relationships & provide ongoing support to drivedigital adoption for our customers across all platforms. The Specialistwill also proactively look for opportunities to provide additionalinformation about banking-related products & services in order to deepenexisting banking relationships. ESSENTIAL JOB FUNCTIONS &RESPONSIBILITIES: Responds to customer & prospect phone calls, email, &digital inquiries regarding their accounts & all Bank products,including financial transactions. Documents all interactions withcustomers in CRM database by entering or updating information accuratelyto reflect the customer interaction & resolution. Authenticatescustomers adhering to Bank guidelines in order to properly identifycustomers & protect customer information. Identifies fraudulent activityto protect the Bank & the Bank\'s customers Assists in customer supportfor online & mobile banking as well as automated telephone bankingincluding set-up, navigation, & maintenance. Provides support for otherBank departments. Advises customers regarding the Bank\'s products & toensure that the highest level of customer service is provided. Solicithigher-level approval for all situations exceeding experience/training,department scope or assigned level of authority. Actively recommendsBank products & services using a customer needs-based assessment.Consistently meets service level deadlines & other performance targetsor requirements Outbound calls to customers as required. Complies withall customer confidentiality & privacy policies, as well as all Bankpolicies. Performs duties & assignments in compliance with Bank policiesas well as all state & Federal banking regulations. QUALIFICATIONS:EDUCATION & CERTIFICATIONS: High School degree or GED & willingness topursue higher education required. Associate\'s Degree strongly preferredKNOWLEDGE, SKILLS & ABILITIES: 6 months customer service experienceExperience providing digital support preferred Banking experiencepreferred Ability to quickly learn the Bank?s products & servicesExcellent problem-solving skills with a commitment to customer service amust Ability to speak in a clear & pleasant manner Ability to useexcellent listening comprehension skills to understand callers &determine their needs/question Excellent oral & written communicationskills Ability to handle multiple tasks & interruptions Ability to workindependently, as well as contribute to the team environment Workingknowledge of the use of PCs, current Windows operating systems,Microsoft Office, the Internet, & other software systems. Knowledge ofmobile device platforms including &roid & Apple iOS systems. Must havecyber security awareness to protect the digital environment, the Bank, &customers. WORKING CONDITIONS: Internal \-- work is normally performedin climate-controlled office environment, where exposure to conditionsof extreme heat/cold, poor ventilation, fumes & gases is very limited.Noise level is moderate & includes sounds of normal office equipment(computers, telephones, etc.). No known environmental hazards areencountered in normal performance of duties. Length of day isunpredictable; long hours may be required to accommodate deadlines orspecial meetings. External \-- Some travel to remote Bank locations maybe required; environmental conditions are regular office & branchlocations of the Bank. Qualifications Education Required High School orbetter. Preferred Associates or better. See complete job descriptionwhen applying
Job ID: 478081203
Originally Posted on: 5/22/2025
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