Job Description:
The Customer Service Specialist provides best-in-class customer care across Valley’s key channels such as via the telephone, emails, Live Chat & Social Media.
Responsibilities include but are not limited to:
Follow bank-established guidelines regarding customer service and deliver an exceptional customer experience in accordance with Valley’s mission statement.
Manage all customer issues while maintaining the highest level of professionalism, provide thoughtful prompt resolution with empathy, poise, and a consistent voice with the ongoing goal of establishing a positive customer experience.
Answer a high volume of phone calls, respond to emails including various communication channels from clients regarding balances, transactions, Debit Card usage/limits, Internet Banking, and other general banking queries.
Maintain proficient knowledge of Bank products and services and ability to educate customers on such, as well as cross-sell various products and services.
Maintain ownership of issues to resolution and escalate unresolved issues through proper channels.
Responsible for achieving individual sales referral and service quality goals.
Develop referrals from prospects calling to inquire about bank products and services.
Provide operational support and troubleshoot issues for various digital banking products such as Online Banking, Remote Deposit Capture, Mobile Banking, Mobile Deposit, and Mobile Wallet/Bill Pay.
Required Skills:
Excellent verbal and written communication skills.
Strong customer service skills with the ability to engage customers in conversation regarding products and services.
Proficient computer skills; ability to understand and utilize multiple systems and computer databases.
Demonstrate a working knowledge of bank products, services, and policies.
Ability to solve practical problems.
Demonstrate a professional manner and team spirit.
Must be self-driven with a positive outlook and have the ability to demonstrate confidence, tact, patience, and diplomacy while dealing with customers.
Detail-oriented and organized.
Required Experience:
High School Diploma or GED.
Minimum two years’ high-volume call center experience or teller/branch banking experience.
Bilingual preferred.
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