Provident Bank is a highly regarded financial institution in New Jersey with a commitment to enhancing customer and employee experiences. The Customer Support Specialist is responsible for taking inbound calls from bank customers, ensuring exceptional service, and providing solutions to inquiries while staying updated on bank policies and products.
Responsibilities
- Independently responds to customer inquiries regarding the Bank's ATM and debit card services, reviewing transactions, identifying merchants, resetting pins and passwords, and other banking related services
- Receive inbound calls from clients/ business partners and assist them with banking needs, while providing clear and accurate information about bank products and services
- Ask provoking questions to uncover client needs, recommend services and products, directs calls to the appropriate staff for assistance as needed while
- Creates and mail customer correspondence regarding account information and account holder documentation. Research account transactions to determine source of the transaction to produce copies of paid and deposited checks and statements upon request
- Meets or exceeds individual service including but not limited to 24-hour follow-up, adherence to schedule, call monitoring scores and unavailable time
- Properly identify customers using verification process, implement enhanced security verification measures as the situation warrants to minimize risk and fraud to the bank
Skills
- High school diploma or GED
- 0-2 years related experience and/or training or equivalent combination of education and experience
- Proficient Critical thinking skills, ability to problem solve, make sounds decisions to produce thorough and accurate work
- Adaptive, Flexible, Resourceful and the ability to cope with the fast-changing environment
- Intermediate proficiency in Microsoft Office suite and alphanumeric data entry
- Ability to communicate clear, concise information to customers/co-workers and identify the best method to communicate information for each situation
- Ability to function both as a team member and works well independently
- Ability to work a flexible schedule according to the hours of operation of the contact center
- Prior banking experience
- Prior call center experience
Benefits
- This role is incentive eligible based upon company, business, and/or individual goal achievement and performance.
- Team members accrue paid time-off (PTO)
- Receive Holiday (PTO)
- Are eligible to participate in the bank’s Health and Wellness benefits including Medical, Dental and Vision Plans
- Flexible and Health Savings Accounts
- A 401(k) Retirement Plan
- Disability Insurance
- An Employee Assistance Program
- Basic Life Insurance
- Company sponsored Tuition Disbursement and Loan Repayment programs are also available
- Voluntary benefits include Supplemental Life Insurance, Accident, Critical Illness, Hospital Indemnity and Legal plans
Company Overview
Provident Bank is the wholly owned subsidiary of Provident Financial Services, Inc. It was founded in 1839, and is headquartered in Jersey City, New Jersey, USA, with a workforce of 1001-5000 employees. Its website is https://www.provident.bank.