Customer Engagement Specialist - eBranch

The eBranch Customer Engagement Specialist (CES) provides excellent service to The Hometown Savings Bank customers and is a first point of contact for our valued customers who call or message for assistance, troubleshooting account issues, questions, and ensuring their banking experience is seamless and enjoyable. The eBranch is a fast-paced environment, and the CES role relies heavily upon advanced communication skills and computer competency.

Responsibilities:

• Answer every call that come into the bank, facilitating smooth transfers of incoming customer calls to appropriate departments and/or bank personnel when necessary.
• Assist customers with various issues regarding debit cards and ATM cards, including limit raises, add travel notices, and transaction denials.
• Assist customers who have had unauthorized activity on their account and debit cards.
• Troubleshoot various issues relating to all Online Banking products, including but not limited to password resets, Bill Pay research, Mobile Deposit, External Funds Transfer, and eStatements.
• Perform account research for customers who feel they have an error within their account.

Requirements:

• High school diploma or GED required.
• Consent to and pass a pre-employment drug screen and background checks.
• Cash handling or sales experience.
• Prior customer service experience.
• Excellent customer service skills.
• Excellent written and verbal communication skills.
• Must have critical thinking abilities.
• Must be able to handle challenging phone calls from disgruntled customers calmly and professionally.
• Must be able to sort through all angles of a problem and come to a reasonable resolution.
• The ability to prioritize and make on-the-spot decisions regarding customer requests, weighing customer satisfaction issues against potential bank exposure to loss or fraud.
• Familiar with all departments and various personnel in departments to facilitate transferring a call to the appropriate person.
• Mathematical skills.
• In-depth knowledge of all bank deposit products and policies.
• Ability to work well under pressure in a fast-paced environment with a high degree of accuracy.
• Must have the ability to multi-task.
• Strong ability to file, sort and organize various forms and customer records.
• Ability to comfortably use Microsoft Office Suite.

The Hometown Savings Bank is an Equal Opportunity Employer

Job Type: Full-time

Pay: From $17.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 1 year (Required)
• Banking: 1 year (Preferred)
• Call center: 1 year (Preferred)

Work Location: In person

Salary : $17