Bilingual Customer Service Center Specialist I - New Milford

The Bilingual Customer Service Center Specialist I (CSCS I) plays a vital role in driving the success of the Customer Service Center by delivering exceptional service and support to customers while consistently meeting service and sales goals and executing operational objectives. This position is responsible for handling high volumes of inbound calls in a dynamic, fast-paced setting, addressing inquiries related to accounts, loans, and various banking products and services. The CSCS I demonstrates strong communication skills, a customer-first mindset, and the ability to resolve service requests efficiently while contributing to a collaborative team environment. 

Customer Service

• Maintaining a positive, professional, and courteous tone with customers.


• Maintains accurate and up to date knowledge of the bank’s products and services including Consumer digital products.


• Provides exceptional customer service in accordance with the USB Customer Service Commitment Charter and responsible for assisting customers with requests according to USB policies, procedures, and regulations.


• Handle heavy phone volume responding to customer inquiries and assisting with basic and complex service requests related to consumer and business inquiries.


• Log call details and customer interactions in CRM system.


• Navigate various software programs.


• Identify and resolve issues within a “One-Call Resolution”.


• Respond to and document customer concerns in a timely manner. Escalate to supervisor or management when deemed appropriate.


• Meet individual customer satisfaction goals.  

Sales

• Keep current on deposit/loan products, rates, fees, and marketing campaigns.


• Effectively utilize relationship building skills, assess customer needs, and cross-sell the Bank’s products and services with confidence.


• Process new credit card applications and follow up on decision/activation status.


• Meet individual sales goals.

Teambuilding and Training

• Maintain a professional and courteous work environment.


• Maintain open lines of communication with peers, trainer, and management to help facilitate problem solving and/or suggested training.


• Contributes to the success of the Customer Service Center by supporting team members and helping to reach departmental goals.


• Collaborate on training and coaching of staff as directed by management.

This position is located at the Park Lane office - 100 Park Lane E, New Milford, CT 06776

Full-Time, 37.5 hours per week based on the CSC hours of operation

Monday - Friday: 7 AM - 8 PM 

Saturday: 8:30 AM - 1 PM

Fluent in English, Spanish, and/or Portuguese required