Customer Care Specialist (Call Center) Job at Valley National Bank
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.
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.
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