Customer Care Specialist

DescriptionHours: 40 hours/weekThe contact center is open Monday – Friday 7:00 a.m. – 7:00 p.m. and Saturday 8:30 a.m. – 2:00 p.m. Must be flexible to meet current and future business needs. Schedule: This position offers a set schedule, Monday – Saturday with a day off during the week, and every Sunday off. It is a hybrid role that is remote eligible for up to 40% of the time after successful completion of training period. The contact center is located at our beautiful ESL headquarters located in Rochester, NY and offers an open office environment filled with natural lighting.Pay: $21.17/hr with opportunity to advance to a level II at $23.72/hrPurpose of Position: This position is accountable for helping customers via a phone channel, assisting with account reviews, transaction processing, and customer profile maintenance. Tele-Banker 1 employees identify and recommend products and services to help customers address financial needs in a referral capacity. This position also promotes and provides support of ESL’s digital channel features, including general site navigation, money movement guidance, and digital banking password resets.Principle Responsibilities/Accountabilities:Employee Experience: Tele-Banker 1 employees are focused on foundational skill development, and sharing feedback to surface actionable improvement opportunities for an enhanced customer and employee experience.

Active participation in Voluncare

Model ESL’s core values

Engages in continuous self-development

Openly accepts feedback to improve performance, and offers feedback for an improved experience

Is engaged in coaching activities

Consistent reliability and dependability in fulfilling job responsibilities

Customer Experience: Tele-Banker 1 employees are focused on the consistent use of approved behaviors to insure that customer experience align with standards.

Recommend and refer products and services to help customers increase their convenience and achieve their financial goals

Accuracy in transaction processing

Adhere to Contact Center Call Center Standards for call handling

Adhere to work schedule

Accurately process customer transactions and provide appropriate recommendations to customers who may need guidance in identifying the best solution to meet needs.

Support the Voice of Customer process by documenting customer feedback in the VOC database

Operational Excellence: Tele-Banker 1 employees understand the need for referencing system tools, support lines, leadership, and procedures to insure accuracy in the information they provide to customers, and the transactions and maintenance activities they process.

Accuracy in transaction processing

Effective use of system tools to problem solve

Transitioning call to Tele-Banker 2 when call complexity exceeds scope of role

Financial Impact: Tele-Banker 1 employees learn about products and services, and use their product knowledge to recommend products and services that benefit the customer.

Accuracy in transaction processing

Act as the first line of defense against fraud and scams which place customer account security at risk.

Strict adherence to verification processes for authenticating customer identities, verifying transactions, and confirming sensitive information to prevent fraudulent activities

Deliver information to customers on identifying and preventing fraud.

Sensitivity to unusual behavior, inconsistencies in information provided, or requests for sensitive information

Escalate issues to higher authorities when necessary

Qualifications

High School diploma or High School equivalency diploma required

Min 1yr customer service and/or sales experience in a retail/sales environment

Comfortable working with a variety of computer applications

Effective verbal communication skills

Ability to identify opportunities to deepen customer relationships

Ability to maintain poise and professionalism under pressure

Prior banking experience preferred

Demonstrate alignment with ESL’s Core Values, mission, vision, and Purpose to help our community thrive and prosper

We’re committed to diversity, equity, and inclusion. ESL recognizes the importance of a culture that embraces diversity and values individual differences. We are committed to cultivating a diverse workforce at all levels that mirrors the communities we serve. We welcome applications from people with diverse perspectives and backgrounds. We strive to create an inclusive, respectful and equitable environment, which makes ESL a great place to work! #LI-KM1 #LI-HybridEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)