Customer Support Specialist - Hybrid

Position Overview

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, and stays abreast of new or changes to existing bank and department policies, 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.

This role reports to general supervision.

Our 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 candidates must be fully available during this schedule.

• Independently respond to customer inquiries regarding the Bank’s ATM and debit card services, reviewing transactions, identifying merchants, resetting pins and passwords, and providing other related services.
• Receive inbound calls from clients and business partners and assist them with banking needs, providing clear and accurate information about bank products and services.
• Ask probing questions to uncover client needs, recommend services and products, and direct calls to the appropriate staff for assistance as needed.
• Create and mail customer correspondence regarding account information and account holder documentation; research account transactions to determine the source of the transaction and produce copies of paid and deposited checks and statements upon request.
• Meet or exceed individual service metrics, including 24‑hour follow‑up, adherence to schedule, call monitoring scores and availability.
• Properly identify customers using verification processes and implement enhanced security verification measures as warranted to minimize risk and fraud for the bank.

• High school diploma or GED.
• 0–2 years of related experience and/or training or an equivalent combination of education and experience.
• Proficient critical‑thinking skills, ability to problem‑solve, and make sound decisions to produce thorough and accurate work.
• Adaptive, flexible, resourceful and able to cope with a 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 for each situation.
• Ability to function both as a team member and 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 with moderate noise levels. The position may involve travel to customers and property locations. Prolonged sitting, lifting 5 to 10 lbs, occasional bending or overhead lifting may occur. Hazards are mainly those present in a normal office setting.

• Competitive base pay: $16.46 – $20.56 per hour, with variations based on skills and experience.
• Incentive eligibility based on company, business, and/or individual goal achievement and performance.
• Paid time‑off (PTO), holiday (PTO), and eligibility for the bank’s Health and Wellness benefits, including Medical, Dental, and Vision Plans, Flexible and Health Savings Accounts, and a 401(k) Retirement Plan.
• Additional benefits:
  Disability Insurance, Employee Assistance Program, Basic Life Insurance, Tuition Disbursement and Loan Repayment programs, and voluntary coverage such as Supplemental Life Insurance, Accident, Critical Illness, Hospital Indemnity, and Legal plans.

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 information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law.

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 by management as deemed appropriate.