Customer Care Specialist- Utica, Latham, or Glens Falls

About the role

The Call Center Specialist serves as first point of contact between our Company and our current and potential customers most often via telephone and electronic mediums. Responsible for providing superior customer service through every interaction, decision, and behavior. Will own every customer interaction and use knowledge of Company systems, products, services, and programs to effectively offer solutions to customer needs, resolutions to complaints, and answers to inquiries. Collaborates with other departments as needed to serve customers.

Responsibilities

• Field incoming customer service calls and electronic communications referencing knowledge of Company operations, products, services, and programs.
• Ensure compliance with regulatory requirements and Company policies by adhering to procedures.
• Research and resolve customer inquiries at first point of contact; collaborate with departments as needed and follow-up to ensure satisfactory resolution for customer.
• Identify sales and customer relationship opportunities by actively participating in sales/referral programs; make appropriate referrals by matching customer needs to appropriate solution.
• Review data for missing information and proper authorizations in timely manner according to department policies and procedures.
• Filer documents manually and electronically based on established criteria; complete projects or other tasks as assigned.
• Operate Interactive Teller Machine and open Company products and services upon request by customer while following policies, procedures, and regulatory requirements.

Requirements

In addition to your work and life experiences, as well as your passion and excitement for the profession, you would benefit from having:

• Education/Certifications: High School Diploma or equivalent experience required; 2 years of experience in financial institution or call center environment preferred.
• Skills/Knowledge: Strong communications skills, both written and verbal; comfortable communicating with customers, co-workers, and management; proven quality customer service skill; ability to use active listening techniques to identify customer needs; exceptional telephone manner and ability to handle telephone and other technology simultaneously; ability to accurately and efficiently complete tasks/projects, handle multiple priorities, and meet strict deadlines; proficient in Microsoft Office Suite including: Word, Excel, and Outlook; ability to learn new programs as initiated; demonstrated sales skills; ability and willingness to learn products and sales strategies.

Qualifications

Ability to remain in a stationary position, often standing or sitting, for prolonged periods of time; Ability to repetitively use a telephone, computer mouse, and keyboard for extended durations; Ability to lift and/or move up to 15 pounds; Work is performed primarily in a professional office environment.

Benefits

We offer a pleasant, inclusive work environment, career development opportunities, and competitive compensation. Through our total rewards program, we offer a comprehensive benefits package featuring:

• Competitive compensation including potential bonus and incentives as well as paid vacation, sick time, and holidays.
• Medical, Dental, and Vision Insurance and Flexible Spending Plan.
• Multiple retirement plans including: 401(k), Pension, and Employee Stock Ownership.
• Education and Tuition Reimbursement.
• Employee Assistance Program for our employees and their immediate family members.

Skills

We are an Equal Opportunity Employer. Our philosophy and practice are to provide equal opportunity to all employees and applicants for employment without regard to race (including traits historically associated with race), color, religion, creed, gender, sex, pregnancy (including childbirth and related conditions), sexual orientation, gender identity or expression, status of being transgender, national origin, age, disability, genetic information, predisposing genetic characteristics or carrier status, marital status, familial status, amnesty, status as a victim of domestic violence, reproductive health decision making, citizenship or immigration status, prior convictions or arrests, military status, status as a protected veteran, known relationship or association with any member of a protected class, or any other federal, state, or local legally protected classes.

Pay

The salary range for this position is $20.00 - $23.00 an hour commensurate with experience and education. Additional compensation may be earned through the Company’s annual bonus program, subject to individual and company performance.