Customer Care Specialist

ESL Federal Credit Union is a financial institution committed to providing exceptional customer service. The Customer Care Specialist is responsible for assisting customers via phone, processing transactions, and promoting ESL’s digital banking features while ensuring a positive customer experience.

Responsibilities

• Active participation in Voluncare
• Model ESL’s core values
• Engages in continuous self-development
• Openly accepts feedback to improve performance, and offers feedback for an improved experience
• Is engaged in coaching activities
• Consistent reliability and dependability in fulfilling job responsibilities
• Recommend and refer products and services to help customers increase their convenience and achieve their financial goals
• Accuracy in transaction processing
• Adhere to Contact Center Call Center Standards for call handling
• Adhere to work schedule
• Accurately process customer transactions and provide appropriate recommendations to customers who may need guidance in identifying the best solution to meet needs
• Support the Voice of Customer process by documenting customer feedback in the VOC database
• Effective use of system tools to problem solve
• Transitioning call to Telebanker II when call complexity exceeds scope of role
• Act as the first line of defense against fraud and scams which place customer account security at risk
• Strict adherence to verification processes for authenticating customer identities, verifying transactions, and confirming sensitive information to prevent fraudulent activities
• Deliver information to customers on identifying and preventing fraud
• Sensitivity to unusual behavior, inconsistencies in information provided, or requests for sensitive information
• Escalate issues to higher authorities when necessary

Skills

• High School diploma or High School equivalency diploma required
• Min 1yr customer service and/or sales experience in a retail/sales environment
• Comfortable working with a variety of computer applications
• Effective verbal communication skills
• Ability to identify opportunities to deepen customer relationships
• Ability to maintain poise and professionalism under pressure
• Prior banking experience preferred
• Demonstrate alignment with ESL's Core Values, mission, vision, and Purpose to help our community thrive and prosper

Benefits

• Wellness program
• Family assistance plan
• 401k with match
• Paid volunteer time
• Learning & Development training

Company Overview