The Client Care Center Service Specialist serves as the voice of Investors Bank, and is expected to exceed service expectations. Building loyalty through courteous professional service and putting the customer at the center of all that they do is their priority. Ensure continued customer satisfaction and retention of all existing customer relationships, and accurately recording all pertinent information required for research, adjustments or resolution of customer requests. They will collaborate with all business partners supporting departments and branches to achieve success in resolving the customer's issue and converting it into a positive experience. Demonstrate the Bank's Core Values and align to business goals in all actions. .
Provide exceptional customer service by handling customer inquiries via all channels; Telephone, Secure Chat/Messaging, Email.
Complete Administrative Tier I & II tasks that are signed to Client Care Center queue, which includes: follow up on customer requests, performing any required investigation or escalation to resolve the customer issue and keep the customer informed.
Assure customer inquiries are correctly answered, customer is kept informed, issues are solved positively and proactively, and cases are closed meeting Service Level Agreements
Follow all fraud and compliance assessment protocols which includes, identifying and reporting "red" flags accounting to our fraud and compliance standards.
Handle Customer Inquiries via Telephone 90%, Secure Chat 5%, Emails 3%, Rightfax 2%
Provide Customer support for ATM Debit Cards, Online Banking Platform, Mobile App, Consumer/Commercial Loan Servicing and our Online Bank products
Follow fraud assessment protocol and complete Fraud Monitoring tasks
Assure customer inquiries are answered, customer is kept informed and cases closed meeting Service Level Agreements
Investors Bancorp, Inc.