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Pioneer · 5 months ago

Customer Care Specialist - Headquarters

Albany, NY, US

Full-time

Onsite

New Grad, Entry Level

$17/hr - $25.89/hr

0+ years exp

Pioneer is a financial institution seeking a Customer Care Specialist to provide exceptional service to customers through various communication channels. The role involves managing inquiries, processing transactions, and ensuring compliance with banking regulations while delivering a world-class customer experience.

BankingFinancial ServicesInsuranceWealth Management

Responsibilities

Provides answers to bank or financial related questions including but not limited to account balances, transaction inquiries, problems or discrepancies related to customer accounts/loans, debit cards, fees, fraudulent activity, technical support for Pioneer technology products and services and more

Manages large amounts of inbound calls in a timely, professional, and courteous manner supporting bank customers and bank retail locations as after-hours operational support

Provides resolution to any customer issue on the initial phone call when appropriate and always provides the customer with a World Class Service experience

Keeps a comprehensive record of all calls and/or interactions in Salesforce, a customer relationship management system

Navigates multiple computer systems while interacting with customers

Understands and maintains compliance with Bank policies and procedures and applicable laws and regulations, including BSA, AML, and Reg E., and Reg CC

Conducts customer transactions received through mail, online banking and ITMs (on-screen, video experience). Performs routine member transactions including deposits, withdrawals, loan payments, transfers, and check cashing, change of addresses, travel notifications, etc

Process mobile deposit transactions daily, multiple times a day

Responds to customer emails and/or Pioneer’s online banking Chat feature providing answers to bank or financial related questions including but not limited to account balances, transaction inquiries, problems or discrepancies related to customer accounts/loans, debit cards, fees, fraudulent activity, technical support for Pioneer technology products and services and more

Identifies customer’s needs to help customers reach their financial goals, clarifies information, researches every issue and provides lasting solutions and/or alternatives

Performs Concierge job duties when necessary

Performs clerical duties related to Customer Care as well as other duties as requested

Qualification

Customer ServiceSalesforceMicrosoft Office SuitePCSmartphone KnowledgeCompliance KnowledgeProblem SolvingCommunication Skills

Required

A high school diploma or GED required

Minimum of 6 months of Retail and/or Customer Service experience required

Working knowledge of PC's, smart phone technology (IOS and Android), Windows environment, Microsoft Office Suite, and capacity to learn banking and customer relationship management systems

Must be comfortable with working within a video environment

Company

Pioneer

Pioneer is a full-service financial institution serving individuals, businesses, and communities with twenty-two locations throughout New York’s Capital Region.

Founded in 1889

Albany, New York, USA

201-500 employees