ESL Federal Credit Union · 21 hours ago
Customer Care Specialist
Rochester, NY
Full-time
Hybrid
Entry Level
$22.02/hr - $22.02/hr
1+ years expESL Federal Credit Union is dedicated to providing exceptional customer service and a supportive work environment. 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.
BankingFinanceFinancial Services
Responsibilities
Employee Experience: Telebanker I employees are focused on foundational skill development, and sharing feedback to surface actionable improvement opportunities for an enhanced customer and employee experience
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
Customer Experience: Telebanker I employees are focused on the consistent use of approved behaviors to insure that customer experience align with standards
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
Operational Excellence: Telebanker I employees understand the need for referencing system tools, support lines, leadership, and procedures to insure accuracy in the information they provide to customers, and the transactions and maintenance activities they process
Accuracy in transaction processing
Effective use of system tools to problem solve
Transitioning call to Telebanker II when call complexity exceeds scope of role
Financial Impact: Telebanker I employees learn about products and services, and use their product knowledge to recommend products and services that benefit the customer
Accuracy in transaction processing
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
Qualification
Required
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
Preferred
Prior banking experience preferred
Benefits
Wellness program
Family assistance plan
401k with match
Paid volunteer time
Learning & Development training
Company
ESL Federal Credit Union
With 100 years of locally owned history, ESL Federal Credit Union serves as a full-service financial institution to more than 444,000 members and more than 17,500 businesses.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Faheem Masood
President and Chief Executive Officer
Thomas Rogers
Chief Operating Officer
Recent News
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