Customer Care Center Specialist

Job Description

Job Description

The Arrow Financial Corporation Family of Companies is seeking dynamic, authentic individuals to join our amazing team! Currently, we are looking for an experienced professional to join our Customer Care Center team as :

Customer Care Center Specialist

This opportunity may be perfect for you if you have experience in :

Providing an Excellent Customer Experience

Coaching and Mentoring a Team

Ensuring Continuous Improvement

ABOUT THE POSITION :

Serves as first point of contact between our Company and our current and potential customers most often via telephone and electronic mediums. Responsible for providing superior customer service through every interaction, decision, and behavior. Will own every customer interaction and use knowledge of Company systems, products, services, and programs to effectively offer solutions to customer needs, resolutions to complaints, and answers to inquiries. Collaborates with other departments as needed to serve customers. This position works out of our office in Glens Falls, New York.

RESPONSIBILITIES INCLUDE :

Field incoming customer service calls and electronic communications referencing knowledge of Company operations, products, services, and programs. Complete required system testing.

Ensure compliance with regulatory requirements and Company policies by adhering to procedures.

Research and resolve customer inquiries at first point of contact; collaborate with departments as needed and follow-up to ensure satisfactory resolution for customer.

Identify sales and customer relationship opportunities by actively participating in sales / referral programs; make appropriate referrals by matching customer needs to appropriate solution.

Review data for missing information and proper authorizations in timely manner according to department policies and procedures.

File documents manually and electronically based on established criteria; complete projects or other tasks as assigned.

Operate Interactive Teller Machine and open Company products and services upon request by customer while following policies, procedures, and regulatory requirements.

What you will need to thrive in this role :

In addition to your work and life experiences, as well as your passion and excitement for the profession, you would benefit from having :

Education / Certifications / Experience :

High school diploma or equivalent experience required

2 years of experience in financial institution or call center environment preferred

1 year of supervisory experience preferred

Skills / Knowledge :

Strong communications skills, both written and verbal; comfortable communicating with customers, co-workers, and management

Proven quality customer service skill; ability to use active listening techniques to identify customer needs

Exceptional telephone manner and ability to handle telephone and other technology simultaneously

Ability to accurately and efficiently complete tasks / projects, handle multiple priorities, and meet strict deadlines

Proficient in Microsoft Office Suite including : Word, Excel, and Outlook; ability to learn new programs as initiated

Demonstrated sales skills; ability and willingness to learn products and sales strategies

Physical Demands :

Must be able to sit for prolonged periods of time and walk / stand for brief periods of time.

Must be able to repetitively use a telephone and computer mouse and keyboard.

Ability to lift / move up to 15 lbs.

What we will bring to the table :

We believe in investing in our employees and helping them grow their career with us. We offer a pleasant, inclusive work environment, career development opportunities, and competitive compensation. Through our total rewards program, we offer a comprehensive benefits package featuring :

Competitive compensation including potential bonus and incentives as well as paid vacation, sick time, and holidays

Medical, Dental, and Vision Insurance and Flexible Spending Plan

Multiple retirement plans including : 401(k), Pension, and Employee Stock Ownership

Education and Tuition Reimbursement

Employee Assistance Program for our employees and their immediate family members

ABOUT OUR COMPANY

We are an Equal Opportunity Employer. Our philosophy and practice are to provide equal opportunity to all employees and applicants for employment without regard to race (including traits historically associated with race), color, religion, creed, gender, sex, pregnancy (including childbirth and related conditions), sexual orientation, gender identity or expression, status of being transgender, national origin, age, disability, genetic information, predisposing genetic characteristics or carrier status, marital status, familial status, amnesty, status as a victim of domestic violence, reproductive health decision making, citizenship or immigration status, prior convictions or arrests, military status, status as a protected veteran, known relationship or association with any member of a protected class, or any other federal, state, or local legally protected classes. As a multi-bank holding company, Arrow Financial Corporation has over $4 billion in assets. Through our subsidiaries we provide a broad range of banking and insurance services across northeastern New York, including online and mobile banking, wealth management, money market and deposit accounts, and mortgage, consumer and commercial loans.

We are committed to delivering value for our shareholders, our customers, and our communities. Our conservative business model and strategy of steady growth have resulted in many recognitions from the nation’s leading publications and bank-rating firms.

The pay range for this position is $19.00- $23.00 an hour commensurate with experience and education.

Additional compensation may be earned through the Company’s annual bonus and incentive programs, subject to individual and company performance.

L1-st1

Salary : $19 - $23