ESL Federal Credit Union · 11 hours ago
Customer Care Specialist
Rochester, New York, United States
Full-time
Hybrid
Entry Level
$22.02/hr - $22.02/hr
1+ years expESL Federal Credit Union is committed to providing exceptional customer service and is seeking a Customer Care Specialist. This role involves assisting customers with account reviews, transaction processing, and promoting ESL's digital channel features.
BankingFinanceFinancial Services
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
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
Demonstrate alignment with ESL's Core Values, mission, vision, and Purpose to help our community thrive and prosper
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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