SUMMARY:

The Customer Service Specialist provides superior customer service by answering customer questions and assisting with issue resolution. The Specialist will assist in establishing and maintaining electronic banking relationships and provide ongoing support to drive digital adoption for our customers across all platforms. The Specialist will also proactively look for opportunities to provide additional information about banking related products and services in order to deepen existing banking relationships.

ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES:

1. Responds to customer and prospect telephone, email, and digital inquiries regarding their accounts and all bank products, including financial transactions.
2. Documents interactions with customers
3. Authenticates customers adhering to Bank guidelines.
4. Identifies fraudulent activity to protect the Bank and the Bank's customers
5. Assists in the customer support for online and mobile banking as well as automated telephone banking including set-up, navigation, and maintenance.
6. Provides support for other bank departments.
7. Advises customers regarding Cape Cod Five's products and to ensure that the highest level of customer service is provided.
8. Actively recommends bank products and services using a customer needs-based assessment.
9. Outbound calls to customers as required.
10. Complies with all customer confidentiality and privacy policies, as well as all Bank policies.
11. Performs duties and assignments in compliance with all state and Federal banking regulations.

QUALIFICATIONS:

EDUCATION & CERTIFICATIONS: (Minimum education required to perform the duties of this position)

• High School degree or GED and willingness to pursue higher education required. Associate degree strongly preferred.
  

KNOWLEDGE, SKILLS & ABILITIES:

• 6 months customer service experience
• Experience providing digital support preferred
• Banking experience preferred
• Ability to quickly learn the Bank's products and services
• Excellent problem-solving skills with a commitment to customer service a must
• Ability to speak in a clear and pleasant manner
• Ability to use excellent listening comprehension skills to understand callers and determine their needs/question
• Excellent oral and written communication skills
• Ability to handle multiple tasks and interruptions
• Ability to work independently, as well as contribute to the team environment
• Working knowledge of the use of PCs, current Windows operating systems, Microsoft Office, the Internet, and other software systems.
• Knowledge of mobile device platforms including Android and Apple iOS systems.
• Must have cyber security awareness to protect the digital environment, the Bank, and customers.

COMPETENCIES:

• Superior Focus on Customer Service
• Technology Savviness/Digital Enthusiast
• Financial Comprehension
• Adaptability, Flexibility, and a Nimble Learner
• Problem Resolution Focused
• Solid Decisions Making/Judgement