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Customer Contact Center Specialist

Posted: 02/28/2021

 

The Customer Contact Center Specialist at Cape Cod Five will provide the highest level of customer service for our consumer and business customers as well as providing information and assistance to potential new customers. The ideal candidate will support customers across several communication platforms including the telephone, email, and digital real time chat.

The Customer Contact Center Specialist will provide superior customer service to existing account owners by answering customer questions and assisting with issue resolution. The Specialist will establish and maintain electronic banking relationships and provide ongoing support to drive digital adoption for our customers across all platforms. The Specialist will proactively look for opportunities to provide additional information about banking related products and services in order to deepen existing banking relationships..

Responsibilities:

  • Responds to customer and prospect telephone, email, and digital inquiries regarding their accounts and all bank products, including financial transactions.
  • Assists in the 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, including several loan and investment products.
  • Extensive knowledge of Cape Cod Five’s products and services is expected upon hire to ensure that the highest level of customer service is provided.
  • Actively recommends bank products and services using a Customer Needs Based assessment.
  • 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 all state and Federal banking regulations.

Requirements:

  • Three (3) years prior experience in providing customer service and digital support.
  • Prior platform/ banking experience preferred.
  • Associates degree or equivalent experience.
  • Excellent problem solving skills with a commitment to customer service a must.
  • Excellent oral and written communication skills.
  • Excellent listening skills. Ability to handle multiple tasks and interruptions.
  • Ability to work independently, as well as contribute to the team environment.
  • Able to work extended hours and some Saturdays.
  • General working knowledge of current digital platforms including Windows and Apple operating systems. Knowledge of mobile device platforms including Andriod and Apple IOS systems.
  • Must have cyber security awareness to protect

This is a full time position. We offer competitive compensation and a superior benefits package, including health, dental, vision, long term disability, life insurance, and a generous 401(k) plan.

 

 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)