Senior Banking Customer Support Specialist

Regular Full-Time

Contact Center

Buffalo, NY, US

Rochester, NY, US

Warsaw, NY, US

Salary Range: $20.00 To $23.00 Hourly

Position Title: Sr. Customer Contact Center – Inbound Associate

Reports To: Customer Contact Center Manager Inbound or Team Leader - Inbound

Department: Customer Contact Center

FLSA Status: Non-Exempt

Purpose: Five Star Bank is seeking motivated candidates to fulfill the position of Sr. Customer Contact Center – Inbound Associate. This position will act as first line of contact and trusted consultant to our customers. The Sr. Customer Contact Center – Inbound Associate will work directly with our customers to meet their needs and provide the best customer service

Supervisory Responsibilities:

Degree of Supervision Received: Moderate

• Supervision Received (title): Customer Contact Center Manager Inbound or Team Leader - Inbound

Degree of Supervision Given: NA

• Supervision Given to (Titles): NA

Essential Functions:

• Mentors and assists with inquiries to non-senior associates

• Support all products and services in our retail and commercial lines of business via inbound and outbound customer service calls.

• Answer customer inquiries concerning bank operations, regulations, transaction processing, electronic services, marketing, and promotional activities

• Identify customer needs and suggest appropriate products and services to meet their needs.

• Utilize technology to support and troubleshoot online services, gather information, and track customer interactions.

• Use critical thinking to remain solution-focused.

• Identify opportunities to help our customers and grow our business.

• Follow bank policies, procedures, all applicable laws, regulations and compliance.

• Flexibility to work various shifts including evenings, weekends, and holidays.

• Demonstrate the standards and principles of the Five Star Bank experience in every interaction with internal and external customers, associates, and stakeholders. Incorporate the high-performance behaviors of teamwork, leading by example, and service in every facet of work.

• This job description is not exhaustive. The Sr Customer Contact Center - Inbound Associate may be required to perform other duties as assigned, including supporting other talent development and planning work that supports the business success.

Job Related Qualifications – Education and Prior Experience:

Required:

• Education: High School Diploma or Equivalent

• Prior Experience: 3 years Customer Experience, Contact Center

Preferred:

• Education: High School Diploma/Associate Degree

• Prior Experience: 5 years Customer Experience, Contact Center

Competencies:

• Excellent communication skills (both verbal and written).

• Strong customer-service skills.

• Ability to organize and prioritize to meet deadlines.

• Bank experience preferred.

• Proficiency in Windows based and Microsoft office applications.

Physical Requirements:

• Able to regularly sit for prolonged periods of time.

• Able to travel:

• occasionally

• Extensive computer usage is required.

• Ability to work:

• Evenings

• Frequently

• Weekends

• Frequently