Customer Care Center Specialist

Customer Care Center Specialist I

For the life you choose, a career to match.

Here at Norway Savings Bank, we strive to create a positive, team-based culture that leverages each person's unique gifts and strengths and offers the support to achieve great things. A place where your unique being shines through.

If this sounds exciting to you, we would love to have you on our team!

We're seeking an exceptional individual to join our team as a Customer Care Center Specialist I at our Operations Center in Norway!

In this dynamic role, you'll provide outstanding customer service via bank communication channels in an efficient and professional manner. Our Customer Care Center Specialists strive to resolve customer needs within the initial contact whenever possible, in accordance with the Care Center's standards of service, by analyzing the situation and determining an appropriate solution and response.

If you have a passion for providing exceptional customer experiences, a talent for building relationships, and a drive to contribute to Norway Savings Bank success, we want you on our team!

Apply now and embark on a rewarding career with us!

Essential pieces of the position:

• Provides customer solutions to issues and/or inquiries by providing seamless delivery of service, sales and/or fulfillment requests by answering calls in a customer care center environment. Resolves the needs of the customer on the first contact whenever possible in accordance to established Service Standards.
• Corresponds effectively with customers via phone and mail.
• Maintains an in-depth knowledge of all products and services offered by Norway Savings Bank.
• Identifies cross-sales opportunities to educate and inform customers of products and services available to leverage.
• Provides personalized customer service of the highest level.
• Investigates and/or resolves a wide variety of issues and requests that include gathering additional information, setting expectations and working with other support areas to fulfill the request.
• Maintains responsibility for the successful resolution of all customer requests.
• Interacts closely with other Bank teams to enhance the customer's relationship.
• Researches and resolves internet banking, mobile banking, bill pay, and e-statement inquiries.
• Processes necessary documentation to send to deposit operations and loan servicing regarding customer requests.
• Provides follow up to ensure sales and customer satisfaction.
• Maintains responsibility for knowledge and expertise in utilizing technology and numerous software packages used by the bank.
• Demonstrates consistently solid knowledge of policies, procedures, operations, security and compliance.
• Processes returned mail.
• Acts as back-up to Customer Care Switchboard Operator duties.
• This role is Monday through Friday 9:30am-6:00pm, with rotating Saturday morning coverage.

What we're looking for:

• High school diploma or equivalent work experience.
• One-year prior experience in customer service and/or call center preferred.
• Top-notch written and oral communication abilities with particular emphasis on exceptional phone etiquette skills
• Acute ability to successfully achieve needs-based sales
• Exceptional customer servicing abilities
• Superior knowledge of Bank products and services
• Excellent organizational skills with strong ability to prioritize and multi-task in a fast-paced environment
• Comprehensive knowledge of Bank operations, policies, and procedures
• Strong attention to detail with excellent analytical and problem-solving abilities

Benefits:

• 120 hours of Paid Time Off per year, increasing with longevity
• 48 hours of Paid Sick Time per year
• 11 paid holidays
• Top tier full insurance benefits
• 401K with exceptional employer matching and contributions
• Tuition reimbursement
• Employer HSA contributions
• Comprehensive Wellness Program with access to complimentary Heath Coaches, on-site gyms, and monetary incentives for achieving your wellness goals
• A hands-on team that is committed to the growth and success of our employees!

Pay: Position starts at $21.00 per hour with flexibility commensurate with experience.

Working conditions:

• Physical surroundings are generally pleasant and comfortable with minimal exposure to injury or other hazards.
• Physical effort required; lifting up to 35 lbs.; reaching, twisting, bending, pushing and pulling; standing for extended periods of time; freedom of movement on a regular basis; handling of materials and supplies.

**External and internal applicants, as well as position incumbents who are or who become disabled as defined by the Americans with Disabilities Act must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case by case basis.**

Norway Savings Bank is an Equal Opportunity Employer.