Sr Customer Care Specialist; Call Center

Sr Customer Care Specialist (Call Center)

Join to apply for the Sr Customer Care Specialist (Call Center) role at Valley Bank
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At Valley Bank, a leading relationship bank with almost 100 years of history, the Senior Customer Service Specialist delivers best‑in‑class customer care across multiple channels, including telephone, email, live chat, and social media. The position focuses on resolving consumer online banking and mobile application issues while maintaining a high level of professionalism and customer satisfaction.

• Follow bank guidelines regarding service delivery and deliver an exceptional customer experience in line with Valley's mission statement.
• Manage all customer inquiries while maintaining the highest level of professionalism and providing prompt, thoughtful resolution with empathy.
• Answer a high volume of phone calls and respond to emails and other communication channels regarding balances, transactions, debit card usage, credit card inquiries, online payment channels, fraud review, internet banking, and general banking queries.
• Maintain proficient knowledge of bank products and services, educate customers on these, and cross‑sell applicable products.
• Own consumer online banking and mobile application issues, resolve cases, and escalated unresolved cases through proper channels while documenting and updating reports.
• Contribute to team success by meeting service commitments.
• Create referral opportunities from prospects calling to inquire about bank products and services.
• Participate in process improvement efforts, assist with testing new functionality, and provide input on user experience.
• Prepare written and verbal responses to inquiries, complaints, and observations via letter, email, chat, social media, or other methods.
• Monitor the bank's social media inbox to detect and respond to customer and prospect inquiries, feedback, and complaints via direct messages, comments, and posts.
• Provide timely and accurate responses to customer inquiries, complaints, and observations, ensuring brand voice, policies, and compliance guidelines are met.
• Research and collaborate with other departments to create strategies and coordinate appropriate actions and responses.
• Maintain a positive online presence while troubleshooting and resolving complaints, promoting brand consistency.
• Provide operational and technical support for digital banking products, including Consumer Online Banking, Mobile Banking, Bill Pay, Card Management, Zelle, Transfer Now, Money Management, Paperless Statements, Mobile Deposit, and business Remote Deposit Capture.

• Excellent verbal and written communication skills.
• Strong customer service skills and ability to engage customers regarding products and services.
• Proficient computer skills; ability to understand and use multiple computer systems, software, and databases.
• Demonstrated working knowledge of bank products, services, and policies.
• Strong problem‑solving skills.
• Professional demeanor and team spirit.
• Self‑driven with a positive outlook, confidence, tact, patience, and diplomacy in customer interactions.
• Detail oriented and organized.
• Ability to multitask in a fast‑paced environment with high volume.

• High School diploma or GED.
• Minimum of 4 years high‑volume call center experience.
• Teller or branch banking experience.

• Bilingual.

Mid‑Senior level

Full‑time

Other

Banking

Manhattan, NY

$40,000.00–$42,000.00 (3 months ago)