Customer Service - Call Center Rep

Full-time
Brooklyn (OH), OH, United States - Corporate/Back-Office - Posted Nov 15, 2019
Requisition Number: 190000R9

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Description

JOB SUMMARY

A CCC Personal Banker I successfully completes internal contact center and skills training programs and/or already possesses the product, service and Company knowledge necessary to handle routine to moderately complex customer inquiries and problems via the telephone, written correspondence, or electronic mail from retail banking customers located throughout the country. Under general supervision, promotes the bank's products and services. Provides efficient and quality customer service while meeting all performance standards.


ESSENTIAL FUNCTIONS

Demonstrates excellence in customer service while responding to and resolving routine to moderately complex customer inquiries or problems regarding products and services. Observes and complies with policies and procedures, customer service standards, and compliance guidelines. Utilizes various computerized systems for tracking, information gathering, and/or troubleshooting. Processes customer requests for research or documentation, and acts as liaison between the customer and internal support areas. Performs account maintenance functions, as outlined in procedures. Recognizes and responds to opportunities to prevent the loss of customers' accounts due to bank error, improper fee assessments, and other service related issues. Recognizes and responds to opportunities to identify fraudulent activity and is able to report to the appropriate area protecting customers and the bank. Consults with customers to identify financial needs and defines the features and benefits of the bank's products and services, providing information on rates, service charges, restrictions and other related information. Promotes the Bank's services, and refers customers to the appropriate sales personnel. Meets established service, productivity, and quality standards. Makes outbound follow-up calls to customers to ensure service objectives are met. Keeps current on published Retail Banking announcements, Bank products, services, systems, policies & procedures, and governmental regulations impacting the retail banking business. Participates in on-going internal and external training programs as required or recommended by Manager. Performs special projects and additional duties and responsibilities as required. Where applicable and when performing the responsibilities of the job, employees are accountable to maintain Sarbanes-Oxley compliance and adhere to internal control policies and procedures.


EDUCATION AND EXPERIENCE

High school diploma or equivalent. Minimum two years customer service or telesales experience, preferably in a financial services environment. Bilingual, (especially Spanish speaking), a plus. Successful completion of the CCC Internal Certification Training Program(s) as required by management.


KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of the features and benefits of the Bank's retail banking products and services. Good customer service skills. Good verbal and written communication skills. Good problem recognition and resolution skills. Good organizational skills. Computer literate; proficiency with contact center systems and Windows-based applications, including word processing and e-mail. Detail oriented. Ability to deal with the public enthusiastically and with professionalism. Ability to operate standard office equipment. Ability to effectively present information. Ability to apply mathematical concepts such as fractions, percentages, and ratios. Ability to sit at a desk and operate a computer and phone for extended periods of time. Ability to work a flexible schedule including nights, weekends and holidays.


ABOUT NEW YORK COMMUNITY BANK.

Based in Westbury, NY, New York Community Bank is a New York State-chartered savings bank serving customers throughout Metro New York, New Jersey, Ohio, Arizona and Florida. At September 30, 2018, the Company had assets of $51.2 billion, deposits of $30.3 billion, and stockholder's equity of $6.8 billion. 


New York Community Bank serves customers through over 250 branches featuring a divisional structure: Queens County Savings Bank, Roslyn Savings Bank, Richmond County Savings Bank, Roosevelt Savings Bank and Atlantic Bank in New York; Garden State Community Bank in New Jersey; Ohio Savings Bank in Ohio; and AmTrust Bank in Florida and Arizona. With a longstanding reputation of strength, stability and service, NYCB is proud to be committed to the communities it serves. To learn more about the NYCB Family of Banks visit us at www.MyNYCB.com .


Branch Out and help recruit top talent for NYCB through the employee referral program. All NYCB employees are encouraged to submit referrals. Locate top talent right in the community where you live, work and play. Amazing individuals are all around be sure to let them know how they can become a part of the NYCB family.


NYCB is an equal opportunity employer that prohibits discrimination in hiring or terms and conditions of employment on the basis of race, color, age, sex, national origin, ethnicity, religion, marital status, disability, military status, veteran status, domestic violence victim status, gender identity or expression, sexual orientation, genetic information or any other classification protected by the federal, state, and local laws and ordinances.


This policy is applicable to all terms and conditions of employment including, but not limited to: recruitment and selection, promotion and demotion, transfer, training and development, compensation, benefits, leaves of absence and termination. When necessary, NYCB will reasonably accommodate employees and applicants with disabilities or with religious requirements necessitating accommodation.


In addition, NYCB complies with all applicable laws which govern nondiscrimination in employment in every location in which NYCB does business.

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