Call Center Customer Service Specialist

Job DescriptionJob Description

Summary of Job Description:

Under general supervision and in accordance with established policies and procedures, the Call Center Customer Service Specialist serves as the first point of contact for incoming customer inquiries. This role focuses on providing prompt, courteous, and accurate assistance for routine banking questions, basic troubleshooting, and account support. Responsibilities include handling inbound calls, emails, secure messages related to account access, product information, and electronic banking services such as debit cards, online banking, mobile banking, bill pay, and general customer service inquiries. The Specialist demonstrates the ability to provide a positive customer experience by resolving matters, providing solutions, or escalating complex matters to higher-level support when necessary and works with various lines of business to provide exceptional customer support.

Primary Duties and Responsibilities:

• Respond to customer inquiries via phone, email, and other communication channels.
• Provide basic troubleshooting and support for electronic banking services including, but not limited to:
  - ATM and debit card issues
  - Online and mobile banking access
  - Bill payment and e-statement enrollment
• Perform routine account maintenance and support to consumer and commercial customers.
• Works with various lines of business including retail branch staff to ensure customer resolutions and follow up is made within standard service level agreements.
• Deliver consistently friendly, and professional service to all customers.
• Demonstrate a basic understanding of all bank products and services.
• Complete additional tasks as needed and directed by management.
• Ensure compliance with internal controls, regulatory requirements, and bank policies.
• Participate in ongoing training and development.

Skill and Abilities Required:

• Strong verbal and written communication skills.
• Strong active listening skills
• Demonstrates a passion for supporting customers.
• Minimum 3 years of experience in a call center or banking related environment
• Ability to work collaboratively with bankers at all levels and with various business lines within the organization.
• Ability to demonstrate effective time management skills.
• Maintains adaptability and flexibility to ever changing environments, while maintaining accuracy.

Mandatory Requirements:

• Must maintain knowledge of and ensure compliance with Bank Secrecy Act regulations and all other regulatory, security and Bank policies and procedures.
• Ability to work flexible hours, including a minimum of two Saturdays per month.
• Must maintain a positive, respectful, and professional demeanor when communicating with internal and external customers, coworkers and management.
• Must act in accordance with the Lake Shore Bank Code of Conduct Policy.