Customer Support Specialist - Hybrid

Customer Support Specialist - Hybrid (Full-time)

How would you like to join one of the most highly regarded financial institutions in New Jersey with deep roots in the community? Provident is a successful and highly regarded multi‑billion‑dollar bank that continues to grow with branches in New Jersey, Eastern Pennsylvania and New York. Our longevity is a testament to our commitment to placing our employees, customers, and the communities we serve at the center of all we do.

At Provident Bank, we are committed to enhancing our customer and employees’ experience.

The Customer Support Specialist is responsible for taking inbound calls from bank customers and ensuring an exceptional customer experience during each call. This role engages clients to interpret needs, troubleshoot and provide solutions to inquiries. The role also stays abreast of any new or changes to existing bank and department policies and procedures, products, services and marketing trends to ensure customer satisfaction.

All Provident Bank employees are expected to adhere to the Bank’s Code of Ethics, Core Values, and Mission Statement. The role works under general supervision.

The contact center operates Monday through Friday from 8:00 AM to 7:00 PM, and Saturdays from 9:00 AM to 2:00 PM. Team members are scheduled to work within these hours, and it’s important that candidates are fully available during this time frame.

• Independently responds to customer inquiries regarding the Bank's ATM and debit card services, reviewing transactions, identifying merchants, resetting pins and passwords, and other banking related services.
• Receive inbound calls from clients and business partners and assist them with banking needs, while providing clear and accurate information about bank products and services.
• Ask probing questions to uncover client needs, recommend services and products, direct calls to the appropriate staff for assistance as needed.
• Creates and mails customer correspondence regarding account information and account holder documentation. Research account transactions to determine source of the transaction to produce copies of paid and deposited checks and statements upon request.
• Meets or exceeds individual service standards including but not limited to 24‑hour follow‑up, adherence to schedule, call monitoring scores and unavailable time.
• Properly identify customers using verification process and implement enhanced security verification measures as the situation warrants to minimize risk and fraud to the bank.

• High school diploma or GED.
• 0‑2 years related experience and/or training or equivalent combination of education and experience.
• Proficient critical thinking skills, ability to problem solve, make sound decisions to produce thorough and accurate work.
• Adaptive, flexible, resourceful and able to cope with the fast‑changing environment.
• Intermediate proficiency in Microsoft Office suite and alphanumeric data entry.
• Ability to communicate clear, concise information to customers and co‑workers and identify the best method to communicate information for each situation.
• Ability to function both as a team member and work well independently.
• Ability to work a flexible schedule according to the hours of operation of the contact center.

• Prior banking experience.
• Prior call center experience.

Work is performed in a normal office environment. Noise levels are usually moderate. This position involves travel to customers and property locations.

• Prolonged sitting.
• Lifting from 5 to 10 lbs. (printer paper, storage boxes).
• Occasional bending or overhead lifting (storing files or boxes).
• The hazards are mainly those present in a normal office setting.

This job description may not be all‑inclusive. Employees are expected to perform other duties as assigned and directed by management. Job descriptions and duties may be modified when deemed appropriate by management.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age 40 and over, color, disability, gender identity, genetic…