Customer Contact Center - Inbound Associate

Regular Full-Time

Contact Center

Buffalo, NY, US

Rochester, NY, US

Warsaw, NY, US

Salary Range: $17.66 To $20.00 Annually

Purpose: Five Star Bank is seeking motivated candidates to join our Customer Contact Center team as an Inbound Associate. In this role, you will serve as the first point of contact for customers, providing knowledgeable and professional support while resolving inquiries, identifying solutions, and delivering exceptional customer experience. Through every interaction, you will build trusted relationships and help customers make the most of Five Star Bank's products and services.

Essential Functions:

• Support retail and commercial products and services through inbound customer service calls and follow-up outbound calls when needed.

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

• Identify customer needs and recommend appropriate products and services.

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

• Apply critical thinking to remain solution-focused and resolve customer concerns effectively.

• Identify opportunities to support customer satisfaction and contribute to business goals through appropriate referrals and service recommendations.

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

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

• Perform other duties as assigned to support business needs.

• 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.

Job Related Qualifications:

Required:

• Education: High School Diploma or equivalent

• Prior Experience: 3 years of customer experience or contact center experience

Competencies:

• Excellent verbal and written communication skills.

• Strong customer service skills.

• Ability to organize and prioritize work to meet deadlines.

• Prior banking experience preferred.

• Proficiency in Windows-based systems 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

Benefits:

• Medical, Dental, and Vision Insurance

• Health Savings Account

• Flexible Spending Account(s)

• Company Paid Life Insurance, Long-Term Disability, and Short-Term Disability

• Voluntary Offerings: Life, Critical Illness/Specified Disease, Accident, Hospital Indemnity, Legal Insurance & Personal Accident

• Tuition Reimbursement

• Employee Referral Program

• Wellness Reimbursement Program

• Star Volunteer Program

• Employee Banking and Financial Perks

• Flexible Hybrid Work Schedule

• Paid Time Off (PTO)

• Company Paid Holidays

This job description is not exhaustive. The Customer Contact Center – Inbound Associate may be required to perform other duties as assigned.

The expected rate of pay for this position is shown above. Compensation offers are based on a wide range of factors including relevant skills, training, experience, education and, where applicable, licenses or certifications obtained. Market and organizational factors are also considered. In addition to your base rate of pay and a competitive benefits package, successful candidates may be eligible to receive cash or equity-based incentives based on the role and performance.

Schedule: Monday through Friday, 9:30 AM to 6:30 PM. This position will also provide backup coverage for shifts scheduled from 10:00 AM to 7:00 PM as needed.

Additional Requirements: This role participates in a rotating Saturday schedule (8:00 AM to 2:00 PM) and rotating holiday coverage (8:00 AM to 5:00 PM).