Client Care Center Specialist II

About the role

Androscoggin Bank, a mutual savings bank headquartered in Lewiston, Maine, seeks a Client Care Center Specialist who is not just looking for another job, but to grow and excel their career. This role is essential for maintaining a consistent client experience and driving digital banking growth.

Responsibilities

• Arrive on-time ready to log in at the start of each shift; adheres to approved schedule yet flexible when able.
• Displays a professional, positive tone while interacting with clients; provides a consistent client experience.
• Readily answers incoming telephone calls and responds to client communications.
• Takes ownership for each client interaction, resolving issues at the first point of contact.
• Identifies caller needs and provides the first level problem support and resolution, including answering questions, providing advice, troubleshooting, and follow-up to assist customers in solving problems.
• Refers calls to appropriate bank personnel as applicable.
• Maintains excellent retail product knowledge, has general knowledge of business products and other financial service offerings, and makes appropriate referrals.
• Adds value by recommending bank services, explaining retail accounts, and providing interest rates.
• Participates in and contributes to achieving bank, department, and individual goals as set by management and in accordance with the bank’s strategic business plan.
• Collaborates with colleagues towards process improvement; meets required metrics and service standards as assigned.
• Displays competence in the Bank’s debit card management system, ACH transfers, cash management system, and Navigator to serve clients.
• Supports clients with Bill Pay questions, providing technical guidance, and requesting Tier II digital support if necessary.
• Manually reviews checks deposited through mobile application, diagnosing problems and answering client questions related to mobile deposit.
• Guides clients through the online account opening platform, conducting client outreach to follow up on account opening applications; completes account opening back office requirements following proper procedures.
• Demonstrates proficiency and serves as a resource for all Client Care Center Specialist duties.
• The CCCS II models professional behavior in both client and team communications, interactions, and relationships.
• Performs related duties as assigned by manager.

Qualifications

• Education and/or Experience: Associate's degree (A. A.) or equivalent from two-year College or technical school; or one year related experience and/or training; or equivalent combination of education and experience.
• Experience: Minimum of 1 year customer service/support in Banking or related field, or one year banking experience with Androscoggin Bank.
• Knowledge: Requires knowledgeable background of the bank’s procedures and policies regarding retail banking; thorough knowledge of back office operations and procedures; working knowledge of compliance issues as they affect electronic banking; knowledgeable background of computer systems, the Internet, and navigation through the Internet with various browsers, specifically Windows suite and/or Chrome; demonstrates strong product knowledge and is able to explain features and benefits of each product/service; proven communication and interpersonal skills; strong written communication skill; ability to identify customer needs, recommend applicable products/services.
• Skills: Ability to handle multiple priorities and tasks; demonstrates proficiency and serves as a resource for all Client Care Center Specialist duties.

Benefits

• Paid time off
• Holiday pay
• 401k participation with a generous match (bank puts money in your 401k even if you don’t)
• Access to Androscoggin Bank's full insurance benefit package (medical, dental, vision, life, and disability)
• Parental leave
• Paid volunteer time
• Tuition and education reimbursement
• Project teams, committees, events, in-house education, and more