Call Center Specialist I

About the role

Our team-oriented culture is second to none. What truly sets us apart is the quality and commitment of our employees. The Call Center Specialist at Canandaigua National Bank is responsible for providing superior banking assistance to current and prospective customers via the telephone and on Chat. The Call Center Specialist assists with recognizing and uncovering caller needs and providing a superior customer experience with any banking needs.

Responsibilities

• Assist with recognizing and uncovering caller needs and providing a superior customer experience with any banking needs.
• Use tools to provide convenient, enjoyable, and efficient service for all of our customers' banking and financial needs.
• Contribute to the team success by answering incoming calls placed by CNB customers.
• Successfully complete training associated with product lines, internal operations, and customer service functions.
• Become proficient in associated systems such as core banking, debit card administration, loan payment administration, and bill pay services.
• Participate in the referral program and meet quarterly goals while making qualified referrals based on customer need.
• Accurately log and manage customer activity and communication in the appropriate systems.
• Gain knowledge of the laws, regulations, and practices that impact the banking industry such as the Bank Secrecy Act, anti-fraud, and anti-money laundering policies.

Requirements

• A high school diploma or equivalent with an emphasis in business curriculum; bank customer service representative training.
• A minimum of one (1) year of experience in a customer service focused role required.
• A minimum of one (1) year of banking experience is required.
• Excellent communication and interpersonal skills.
• Must be able to work within a fast-paced team environment and prioritize tasks in the face of conflicting priorities.
• Moderate ability to analyze and categorize data.

Qualifications

• High school diploma or equivalent.
• One (1) year of experience in a customer service focused role.
• One (1) year of banking experience.
• Excellent communication and interpersonal skills.
• Moderate ability to analyze and categorize data.

Skills

• Customer service skills.
• Ability to work in a confidential and time-sensitive environment.
• Ability to prioritize tasks in a fast-paced environment.
• Ability to analyze and categorize data.

Benefits

• Medical, dental, vision, FSA, HSA options for both part-time and full-time employees.
• Paid holidays, vacation, and sick time.
• Retail benefits that include a 401(k), Profit Sharing, and Employee Stock Ownership Plan (ESOP).
• Training & development opportunities.
• Tuition assistance.
• Community focused volunteer opportunities.
• Award-winning wellness program.
• Banking perks and discount programs.

Pay

Compensation range: $23.50/hr. The actual salary offered within the range is dependent on a variety of factors including, but not limited to, relevant experience, qualifications, skills, level offered, and performance expectations.

Schedule

This role has the possibility of working hybrid.