Customer Care Specialist (Partial Onsite Call Center)

The Customer Service Specialist provides best in class customer care across Valley’s key channels such as via the telephone, emails, Live Chat & Social Media. Responsibilities include but are not limited to: nFollow bank established guidelines regarding customer service and deliver an exceptional customer experience in accordance with Valley’s mission statement.n nManage all customer issues while maintaining the highest level of professionalism, provide thoughtful prompt resolution with empathy, poise a consistent voice with the on-going goal of establishing a positive customer experience.n nAnswer high volume of phone calls, respond to e-mails including various communication channels from clients regarding balances, transactions, Debit Card usage/limits, Internet Banking, and other general banking queries.n nMaintain proficient knowledge of Bank products and services and ability to educate customers on such, as well as cross sell various products and services.n nMaintain ownership of issues to resolutions and escalate unresolved issues through proper channels.n nResponsible for achieving individual sales, referral and service quality goals.n nDevelop referrals from prospects calling to inquire on bank products and services.n nProvide operational support and trouble shoot issues for various digital banking products, such as Online Banking, Remote Deposit Capture, Mobile Banking, Mobile Deposit, and Mobile Wallet/Bill Pay.n

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