Customer Care Center Specialist

Job Description

Job Description

Overview

At Community Financial System, Inc. (CFSI), we are dedicated to providing our customers with friendly, personalized, high-quality financial services and products. Our retail division, Community Bank, N.A., operates more than 200 customer facilities across Upstate New York, Northeastern Pennsylvania, Vermont and Western Massachusetts. Beyond retail banking, we also offer commercial banking, wealth management, investment management, insurance and risk management, and benefit plan administration.

Just as our employees are committed to helping our customers manage their finances, we’re committed to our employees. After all, they make it happen for our customers every day.

To ensure our people can enjoy long and successful careers here at CFSI, we offer competitive compensation, great benefits, and professional development and advancement opportunities. As an equal-opportunity workplace and affirmative-action employer, we celebrate and support a diverse workplace for the benefit of all: our employees, customers and communities.

Responsibilities

Answer incoming bank calls, forward or assist caller accordingly while adhering to customer service standards and department policy.

Provide technical support and assistance to customers and branches for all Digital Banking products and services as well as general customer assistance with basic deposit and loan questions.

Essential Duties:

• Provide assistance and technical support to customers via the help desk, maintaining professionalism and exemplary customer service skills.
• Answer other general customer questions relative to bank products and services.
• Follow Digital Banking procedures to complete Regulation E claims and inquiries. Close cards and reorder when appropriate. Work with Fraud Analysts as necessary.
• Enter information and detail from each call in Synapsys.
• May be asked to complete branch requested maintenance, answer customer email inquiries, respond to customer research requests, assist with department account reconcilement, and other clerical duties.
• Maintain proficient knowledge of, and demonstrate ongoing compliance with all laws and regulations applicable to this position, ensure ongoing adherence to policies, procedures, and internal controls, and meet all training requirements in a timely manner.

Ancillary Duties :

• As an integral member of the Customer Care Center, this position is also responsible to provide assistance wherever necessary to help the department and the Bank in achieving their annual goals.

Qualifications

Education, Training and Requirements:

• High School Diploma or equivalent required.
• All applicants must be 18 years of age or older.

Skills:

• Proficient PC Skills including typing.
• Ability to learn and utilize the software necessary to initiate any processes with regards to Digital banking.
• Excellent verbal and written communication skills.
• Attention to detail, excellent listening skills and the ability to remain calm and patient under pressure.

Experience:

• Customer service experience in a fast paced, high volume work environment required. Banking and/or call center experience preferred.