Customer Service Coordinator - Longwood, FL

As the heart of our customer experience, you will be the first point of contact for our valued users. In this role, you will help customers navigate their accounts, troubleshoot technical issues, master our digital banking platforms, and find answers to their everyday banking questions.

Reports to: Customer Service Supervisor
FLSA Status: Non-Exempt | Supervisory Role: No

As the heart of our customer experience, you will be the first point of contact for our valued users. In this role, you will help customers navigate their accounts, troubleshoot technical issues, master our digital banking platforms, and find answers to their everyday banking questions.

• Promptly assist customer needs by responding to inbound calls and providing service information.
• Walking customers through navigating Trustco’s online banking platform.
• Process any account inquiries and recommend our customers applicable bank services offered by our company.
• Facilitate and handle all PIN/password reset tickets
• Stop Payments and ACH disputes
• Assisting with Zelle transaction release and account suspensions
• Conduct debt card research, transactional inquiries and activation
• Assist internal department with customer’s research, verifications and follow-ups

This job description is not exhaustive; duties and responsibilities may change at any time with or without notice.

• High School Diploma or equivalent
• Proven prior customer service experience and/or call center experience

• Strong verbal and written communication skills.
• Strong listening skills and attention to detail.
• Strong organizational skills with the ability to manage multiple priorities under tight deadlines.
• Ability to work independently and collaboratively within a team.

• Fluent in English; bilingual a plus
• Access to reliable transportation

Full-time position with hours aligned to department operations:

• Mon-Fri: 8:00 AM – 8:00 PM
• Sat: 8:00 AM – 5:00 PM
• Sun:
  Closed
• Flexibility for evenings and weekends as needed.

• Comprehensive medical, dental, and vision insurance coverage
• Competitive PTO plus 11 paid federal holidays
• 401K plans with employer match
• Tuition Assistance Program
• Reduces fees and rates on exclusive loan products

At Trustco Bank, we’re committed to fostering a supportive and inclusive workplace where our employees can grow their careers. We believe that our people are our greatest asset and consider our employees as family. We value each team member’s contribution and offer a supportive, collaborative work environment. Ready to lead with confidence and make a meaningful impact?

Trustco Bank is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, marital status, genetic information, disability, or protected veteran status. This includes, but is not limited to, the following:

• Hiring, placement, upgrading, transfer, demotion or promotion
• Recruitment, advertising or solicitation for employment
• Treatment during employment
• Rates of pay or other forms of compensation
• Selection for training, including apprenticeship
• Layoff or termination

It is the policy of Trustco Bank to cooperate to the fullest extent with the applicable regulations of the Civil Rights Act and any legislation on Equal Employment Opportunity.