Customer Care Specialist

Job Details

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.

Schedule:

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.

Comprehensive Benefits: 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.

Pay and Incentive Plan: $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!

Purpose of Position:
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.

Accountabilities:

Employee

Experience:

Telebanker I employees are focused on foundational skill development, and sharing feedback to surface actionable improvement opportunities for an enhanced customer and 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:

Telebanker I employees are focused on the consistent use of approved behaviors to insure that customer experience align with standards.

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:
Telebanker I employees understand the need for referencing system tools, support lines, leadership, and procedures to insure accuracy in the information they provide to customers, and the transactions and maintenance activities they process.

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:
Telebanker I employees learn about products and services, and use their product knowledge to recommend products and services that benefit the customer.

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,…