Brooklyn (OH), OH, United States - Corporate/Back-Office - Posted Mar 13, 2020
Requisition Number: 2000008K
A CCC Support Specialist, working under general supervision, utilizes extensive product, service, systems and process expertise to support and assist the staff or respond directly to escalated customer calls. Delivers efficient, accurate, and exemplary customer service.
Utilizes in-depth knowledge of retail banking to provide immediate answers and resolution on product, service and system inquiries to the Customer Contact Center or customers. Identifies problems, researches and compiles information, and applies knowledge to ensure proper and timely resolution. Acts as primary contact between contact center staff and internal departments in the resolution of problems, within established procedural guidelines. May answer calls from external customers as necessary to meet contact center service goals. Performs account maintenance and exception processing functions. Provides expert service for customers enrolled in the NYCB Elite Program. Identifies needs and makes recommendations for process improvements and/or training to staff. May develop and present departmental training aids to enhance Customer Contact Center Banker knowledge. Utilizes various systems for tracking, information gathering, identifying trends, and/or troubleshooting. Observes and complies with policies and procedures, customer service standards, and compliance guidelines. Maintains knowledge of bank policies and procedures and governmental regulations affecting retail banking products and procedures. Enhances knowledge and skills by participating in on-going internal and external training programs as required or recommended by Manager. Effectively and efficiently routes switchboard calls. May participate on a project team, focus group or special assignment. 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. Where applicable and when performing the responsibilities of the job, employees are accountable to maintain compliance with the Gramm-Leach-Bliley Act (GLBA) Federal, State and Local regulations.
EDUCATION AND EXPERIENCE
Associate's degree or equivalent experience required in a contact center environment; bachelor's degree preferred. Minimum two years experience as a Personal Banker or equivalent customer service or telesales experience in a banking environment. Bilingual, (especially Spanish speaking), a plus. Successfully completes all internal certification training program(s) as required by management.
KNOWLEDGE, SKILLS AND ABILITIES
Advanced knowledge of the features and benefits of the Bank's retail banking products and services. Strong knowledge of disclosure information and depository compliance regulations. Knowledge of and the ability to apply advanced procedures, processes and techniques to assigned area. Professional verbal, written and interpersonal communication skills. Strong math skills. Strong organizational skills. Computer literate; advanced 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 orient, train and assist more junior level staff. Ability to meet service and productivity goals. Ability to prioritize and handle multiple, complex tasks. Ability to work a flexible schedule including nights, weekends and holidays.
ABOUT NEW YORK COMMUNITY BANK.
Based in Westbury, NY, New York Community Bancorp, Inc. is the parent of a New York State-chartered bank - New York Community Bank. At September 30, 2019, the Company had assets of $52.5 billion, deposits of $31.6 billion, and stockholders' equity of $6.7 billion.
Our bank subsidiary features a divisional structure. New York Community Bank serves customers through 239 branches encompassing eight divisions: 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.
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.