Client Care Center Specialist II

Client Care Center Specialist II

Do you have banking experience, possibly in a call or contact center? Are you looking for a role where you are more than a number? Where you are an individual, and seen for your contributions? Androscoggin Bank, a mutual saving bank headquartered in Lewiston, Maine is looking to find the ideal candidate that isn't just looking for another job, but to grow and excel their career. 

Our Client Care Center Specialists are a key part of Androscoggin Bank's consistent client experience and digital banking growth. This small team of banking experts provides excellent internal and external Client service through phone, email and chat, identifying and accommodating Client needs and recommending alternative and additional banking products as needed.  The team also supports our client’s onboarding experience with new accounts opened online. 

Essential Duties and Responsibilities:

1. Arrive on-time ready to log in at the start of each shift; will adhere to approved schedule yet be flexible when able. Displays a professional, positive tone while interacting with clients; providing a consistent client experience.


2. Readily answers incoming telephone calls and responds to client communications. Takes ownership for each client interaction resolving client issues at the first point of contact (where within the CCCS II scope).


3. Identifies caller needs and provides the first level problem support and resolution, including answering questions, providing advice, troubleshooting, and follow-up to assist customers in solving problems. Refers calls to appropriate bank personnel as applicable.


4. Maintains excellent retail product knowledge, has general knowledge of business products and other financial service offerings, in order to make appropriate referrals. Adds value by recommending bank services, explaining retail accounts, and providing interest rates.


5. Actively participates in and contributes to achievement of bank, department and individual goals as set by management and in accordance with the bank’s strategic business plan. Collaborates with colleagues towards process improvement; meets required metrics and service standards as assigned.


6. Displays competence in the Bank’s debit card management system, ACH transfers, cash management system, and Navigator to serve clients. Supports clients with Bill Pay questions, providing technical guidance, and requesting Tier II digital support if necessary.


7. Manually reviews checks deposited through mobile application. Diagnose problems and answer client questions related to mobile deposit.


8. Guides clients through the online account opening platform. Conducts client outreach to follow up on account opening applications; completes account opening back office requirements following proper procedures.


9. Exhibits ability to read reporting to determine if client falls in Bank guidelines for account opening, and appropriately refers to Senior Client Care Center Specialist for decisioning if account is outside of those guidelines.


10. Demonstrates proficiency and serves as a resource for all Client Care Center Specialist duties. The CCCS II models professional behavior in both client and team communications, interactions and relationships.


11. Performs related duties as assigned by manager.

Qualifications:

Education and/or Experience

Associate's degree (A. A.) or equivalent from two-year College or technical school; or one year related experience and/or training; or equivalent combination of education and experience.

Other Qualifications:

• Minimum of 1 year customer service/support in Banking or related field, or one year banking experience with Androscoggin Bank


• Requires knowledgeable background of the bank’s procedures and policies regarding retail banking.


• Thorough knowledge of back office operations and procedures.


• Working knowledge of compliance issues as they affect electronic banking.


• Requires knowledgeable background of computer systems, the Internet and navigation through the Internet with various browsers, specifically Window suite and/or Chrome.


• Demonstrates strong product knowledge and is able to explain features and benefits of each product/service.


• Ability to identify customer needs, recommend applicable products/services.


• Proven communication and interpersonal skills; strong written communication skill


• Ability to handle multiple priorities and tasks.

Other Bank Requirements

Complies with all banking related laws and regulations communicated to the employee through training and/or written correspondence and those requirements reflected in the Bank's policies and procedures applicable to the employee's duties and/or areas of responsibility. Protects all customer information and institution assets and complies with privacy and acceptable use policies.

Candidates for this position should possess exceptional customer service skills, a sales orientation and a high degree of accuracy in managing data and following procedures. The ability to engage with business and individual clients in an engaging, professional manner is key to success, as is your ability to work well with your team of coworkers.

Benefits:

This position carries great benefits, including paid time off, holiday pay, 401k participation with a generous match (we put money in your 401k even if you don't), and access to Androscoggin Bank's full insurance benefit package (medical, dental, vision, life, and disability). Androscoggin Bank grants new parents paid parental leave, and also offers paid volunteer time.

Hoping you could advance your career and your education? We can help. Androscoggin Bank is committed to supporting employee development, and employee benefits include tuition and education reimbursement.

Do you wish you could be more involved and connected in your company, beyond the level of your department? Androscoggin Bank offers that to you. Project teams, committees, events, in-house education, and more. It’s an amazing place to work.

Apply today!