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Valley Bank · 2 months ago

Sr Customer Care Specialist (Call Center)

Wayne, NJ, 07470, United States

Full-time

Onsite

Senior Level

Valley Bank is a customer-focused financial institution, and they are seeking a Sr Customer Care Specialist to manage customer inquiries and provide exceptional service. This role involves handling a high volume of communications, educating customers on bank products, and ensuring a positive customer experience through various channels.

Banking

H1B Sponsor Likely

Responsibilities

Follow bank establish guidelines regarding servicing and delivery of an excepitional customer experience in accordance with Valley's mission statement

Manage all customer inquiries while maintaing the higest level of professionalism, provide thoughtful prompt resolution with empathy, poise a consistent voice with the on-going goal of establishing a positive customer experience

Answer high volume of phone calls, respond to emails through various communication channels from clients regarding balances, transactions, debit card usage/limits, credit card, online payment channels, fraud review Internet Banking and other general and specific banking queries

Maintain proficient knowledge of Bank products and services with the ability to educate customers on such, and cross sell various products and services

Primary focus, concentration and ownership of the consumer online banking and mobile application issues to resolutions and escalate unresolved cases through proper channels, while adequately documenting and updating cases and/or reports

Contributes to the success of the team by maintaining service commitments

Develop referrals from prospects calling to inquire on bank products and services

Actively participate in process improvement efforts by assisting in the testing of new functionality and provide input related to user experience

Prepare written responses and/or verbal to inquiries, complaints, observations, etc. via letter, email, chat, social media or other methods of communication

Monitor the bank's social meida inbox to detect and respond to customer and prospect inquiries, feedback and complaints via direct messages, comments, and posts

Provide timely and accurate responses to customer inquiries, complaints, observations, etc. addressing concerns, answering questions, and offering assistance through the bank's official social media accounts and ensuring activities and responses align with the brand's voice, policies, and compliance guidelines

Research and collaborate with other departments to create strategies and coordinate appropriate actions and responses

Maintain a positive on-line presence while troubleshooting and resolving complaints. Promote brand consistency

Provide operational and technical support for various digital banking products such as Consumer Online Banking, Mobile Banking, Bill Pay, Card Management, Zelle, Transfer Now, Money Management, Paperless Statements Mobile Deposit and business Remote Deposit Capture

Qualification

Customer serviceDigital banking supportSocial media managementProblem resolutionEmpathyCommunication skillsTeam collaboration

Required

Follow bank establish guidelines regarding servicing and delivery of an exceptional customer experience in accordance with Valley's mission statement

Manage all customer inquiries while maintaining the highest level of professionalism, provide thoughtful prompt resolution with empathy, poise a consistent voice with the ongoing goal of establishing a positive customer experience

Maintain proficient knowledge of Bank products and services with the ability to educate customers on such, and cross sell various products and services

Contributes to the success of the team by maintaining service commitments

Develop referrals from prospects calling to inquire on bank products and services

Actively participate in process improvement efforts by assisting in the testing of new functionality and provide input related to user experience

Prepare written responses and/or verbal to inquiries, complaints, observations, etc. via letter, email, chat, social media or other methods of communication

Monitor the bank's social media inbox to detect and respond to customer and prospect inquiries, feedback and complaints via direct messages, comments, and posts

Research and collaborate with other departments to create strategies and coordinate appropriate actions and responses

Maintain a positive online presence while troubleshooting and resolving complaints. Promote brand consistency

Company

Valley Bank

Glassdoor3.2

Valley National Bank is a regional financial institution

Founded in 1927

Wayne, New Jersey, USA

1001-5000 employees

https://www.valley.com/

H1B Sponsorship

Valley Bank has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (18)

2024 (13)

2023 (7)

2022 (11)

2021 (5)

2020 (5)