Customer Care Specialist

Hours

40 hours/week

The contact center is open Monday – Saturday. Weekdays 7:00 a.m. – 7:00 p.m. and Saturdays 8:30 a.m. – 2:00 p.m.

This position offers a set schedule, Monday – Saturday with a day off during the week, and every Sunday off. It is a hybrid role that is remote eligible for up to 50% of the time if all performance expectations are consistently being met. Must be flexible to meet current and future business needs.

ESL offers a competitive benefits package which focuses on providing a work life balance for all employees. Our benefits include robust options such as our wellness program, family assistance plan, 401k with match, paid volunteer time and Learning & Development training among many others.

$22.02/hr with opportunity to advance to a level II

In addition to competitive pay and benefits, we offer an annual performance-based incentive that rewards eligible employees for their contributions to our success. Join us to be part of a team that values you and invests in your growth!

This position is accountable for helping customers via a phone channel, assisting with account reviews, transaction processing, and customer profile maintenance. Telebanker I employees identify and recommend products and services to help customers address financial needs in a referral capacity. This position also promotes and provides support of ESL’s digital channel features, including general site navigation, money movement guidance, and digital banking password resets.

Employee Experience

• Active participation in Voluncare
• Model ESL’s core values
• Engages in continuous self-development
• Openly accepts feedback to improve performance, and offers feedback for an improved experience
• Is engaged in coaching activities
• Consistent reliability and dependability in fulfilling job responsibilities

Customer Experience

• Recommend and refer products and services to help customers increase their convenience and achieve their financial goals
• Accuracy in transaction processing
• Adhere to Contact Center Call Center Standards for call handling
• Adhere to work schedule
• Accurately process customer transactions and provide appropriate recommendations to customers who may need guidance in identifying the best solution to meet needs.
• Support the Voice of Customer process by documenting customer feedback in the VOC database

Operational Excellence

• Accuracy in transaction processing
• Effective use of system tools to problem solve
• Transitioning call to Telebanker II when call complexity exceeds scope of role

Financial Impact

• Accuracy in transaction processing
• Act as the first line of defense against fraud and scams which place customer account security at risk.
• Strict adherence to verification processes for authenticating customer identities, verifying transactions, and confirming sensitive information to prevent fraudulent activities
• Deliver information to customers on identifying and preventing fraud.
• Sensitivity to unusual behavior, inconsistencies in information provided, or requests for sensitive information
• Escalate issues to higher authorities when necessary

• High School diploma or High School equivalency diploma required
• Min 1yr customer service and/or sales experience in a retail/sales environment
• Comfortable working with a variety of computer applications
• Effective verbal communication skills
• Ability to identify opportunities to deepen customer relationships
• Ability to maintain poise and professionalism under pressure
• Prior banking experience preferred
• Demonstrate alignment with ESL’s Core Values, mission, vision, and Purpose to help our community thrive and prosper

We’re committed to diversity, equity, and inclusion. We believe we are a stronger, more successful organization because of this commitment. We strive to ensure a robust talent pool of qualified candidates with a variety of skillsets and capabilities for all our openings. We hire great people and welcome all new hires to our award-winning work environment, which has been recognized by the Great Place to Work Institute since 2010.