TITLE: Customer Care Specialist
REPORTS TO: Customer Care Officer
CLASSIFICATION: Full Time, Non Exempt
AVAILABILITY: Monday 8:00am-4:30pm, Tuesday 10:30am-7:00pm, Wednesday 8:00am-4:30pm, Thursday 9:00am-5:30pm, Friday 8:00am-4:30pm, Saturday 8:00am-1:30pm
Receives and responds to internal and external customer inquiries of the Bank's products and services including: checking, savings, loans, internet banking, bill payment, cash management, and mobile banking processes via phone, email, website inquiries and remote video banking. Completes outbound calls to service and solicit additional relationships with existing customer.
Essential Job Functions:
Answer the telephone and provide prompt, professional, and courteous support to bank customers, retail locations, and prospects, with regard to deposit, loan and other related services and functions.
Interview loan applicants and process loan applications for all loans except mortgages.
Process and perform all interactive teller machine (ITM) transactions including balancing the teller drawer.
Provide resolution to any customer issue on the initial phone call when appropriate and always provide the customer with a World Class service experience.
Process mobile check deposits on a scheduled basis at least four times per day.
Recommend and sell deposit/loan services to inbound customers and prospects during the course of conversations.
Provide support for various customer applications including but not limited to: mobile banking, online banking, customer care, info@emails, online banking website inquiries and mobile check deposit.
Complete outbound calls to existing bank customers to either service existing account relationships or to recommend and sell various products and services, as determined by management.
Assist with advanced Online Banking functions including but not limited to: ACH processing, wire processing and password resets.
Perform Concierge job duties when necessary.
Clerical duties as requested within the Customer Experience Center.
Education & Experience:
Minimum of 6 months of Retail and/or Customer Service experience required.
A high school graduate or GED required.
Proficiency with MS Office, internet software and capacity to learn banking computer systems is essential.
Must be comfortable working within a video environment.
As an Equal Opportunity / Affirmative Action Employer, Pioneer Bank will not discriminate in its employment practices due to an applicant's race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, transgender status, age, national origin, marital status, citizenship, physical and mental disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, a disabled, special, recently separated, active duty wartime, campaign badge, Armed Forces service medal veteran, or any other characteristics protected under applicable law.
The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
Pioneer Bancorp, Inc.