Customer Care Specialist

ESL Federal Credit Union is a financial institution committed to providing excellent customer service. The Customer Care Specialist will assist customers with account reviews, transaction processing, and promote ESL's digital banking features, while ensuring a high standard of customer experience.

Responsibilities

• Helping customers via a phone channel, assisting with account reviews, transaction processing, and customer profile maintenance
• Identifying and recommending products and services to help customers address financial needs in a referral capacity
• Promoting and providing support of ESL’s digital channel features, including general site navigation, money movement guidance, and digital banking password resets
• Engaging in continuous self-development and accepting feedback to improve performance
• Participating in Voluncare Model and focusing on foundational skill development for an enhanced customer and employee experience
• Using approved behaviors to ensure customer experience aligns with standards
• Recommending and referring products and services to help customers increase their convenience and achieve their financial goals
• Accurately processing customer transactions and providing appropriate recommendations to customers who may need guidance in identifying the best solution to meet needs
• Supporting the Voice of Customer process by documenting customer feedback in the VOC database
• Understanding the need for referencing system tools, support lines, leadership, and procedures to ensure accuracy in the information provided to customers
• Acting as the first line of defense against fraud and scams which place customer account security at risk
• Delivering information to customers on identifying and preventing fraud and escalating issues to higher authorities when necessary

Skills

• High School diploma or High School equivalency diploma required
• Min 1yr customer service and/or sales experience in a retail/sales environment
• Comfortable working with a variety of computer applications
• Effective verbal communication skills
• Ability to identify opportunities to deepen customer relationships
• Ability to maintain poise and professionalism under pressure
• Demonstrate alignment with ESL's Core Values, mission, vision, and Purpose to help our community thrive and prosper
• Prior banking experience preferred

Benefits

• Wellness program
• Family assistance plan
• 401k with match
• Paid volunteer time
• Learning & Development training

Company Overview