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The Cape Cod Five Cents Savings Bank · 3 months ago

Customer Service Specialist I

Hyannis, MA

Full-time

Onsite

Entry Level

1+ years exp

The Cape Cod Five Cents Savings Bank is seeking a Customer Service Specialist I to provide superior customer service and assist with issue resolution. This role involves answering customer inquiries, maintaining electronic banking relationships, and promoting banking products and services to enhance customer relationships.

BankingLendingWealth Management

Growth Opportunities

Responsibilities

Responds to customer and prospect phone calls, email, and digital inquiries regarding their accounts and all Bank products, including financial transactions

Documents all interactions with customers in CRM database by entering or updating information accurately to reflect the customer interaction and resolution

Authenticates customers adhering to Bank guidelines in order to properly identify customers and protect customer information

Identifies fraudulent activity to protect the Bank and the Bank’s customers

Assists in customer support for online and mobile banking as well as automated telephone banking including set-up, navigation, and maintenance

Provides support for other Bank departments

Advises customers regarding the Bank’s products and to ensure that the highest level of customer service is provided

Solicit higher-level approval for all situations exceeding experience/training, department scope or assigned level of authority

Actively recommends Bank products and services using a customer needs-based assessment

Consistently meets service level deadlines and other performance targets or requirements

Outbound calls to customers as required

Complies with all customer confidentiality and privacy policies, as well as all Bank policies

Performs duties and assignments in compliance with Bank policies as well as all state and Federal banking regulations

Qualification

Customer service experienceDigital support experienceBanking experienceOralPCSoftware proficiencyProblem-solving skillsWritten communicationCyber security awarenessListening comprehensionAdaptabilityFlexibilityTeam collaboration

Required

High School degree or GED and willingness to pursue higher education required

6 months customer service experience

Ability to quickly learn the Bank's products and services

Excellent problem-solving skills with a commitment to customer service a must

Ability to speak in a clear and pleasant manner

Ability to use excellent listening comprehension skills to understand callers and determine their needs/question

Excellent oral and written communication skills

Ability to handle multiple tasks and interruptions

Ability to work independently, as well as contribute to the team environment

Working knowledge of the use of PCs, current Windows operating systems, Microsoft Office, the Internet, and other software systems

Must have cyber security awareness to protect the digital environment, the Bank, and customers

Preferred

Associate's Degree strongly preferred

Experience providing digital support preferred

Banking experience preferred

Knowledge of mobile device platforms including Android and Apple iOS systems

Company

The Cape Cod Five Cents Savings Bank

Cape Cod 5 is a community bank with over $5.7 billion in assets committed to supporting its customers wherever they are – in the world and on their life journey – through its full-service digital offerings or in person at one of its locations throughout Cape Cod, Nantucket, Martha’s Vineyard and Southeastern Massachusetts.

Founded in 1855

Harwich Port, Massachusetts, USA

501-1000 employees