Sr Customer Care Specialists (Call Center)

Responsibilities include but are not limited to:

• Follow bank established guidelines regarding customer service and deliver an exceptional customer experience in accordance with Valley's mission statement.

• Manage all customer issues while maintaining the highest level of professionalism; provide thoughtful prompt resolution with empathy; poise a consistent voice with the on-going goal of establishing a positive customer experience.

• Answer high volume of phone calls; respond to e-mails, including various communication channels from clients regarding balances, transactions, Debit Card usage/limits, Internet Banking and other general banking queries.

• Maintain proficient knowledge of Bank products and services and ability to educate customers on such, as well as cross sell various products and services.

• Maintain ownership of issues to resolutions and escalate unresolved issues through proper channels.

• Responsible for achieving individual sales, referral, and service quality goals.

• Develop referrals from prospects calling to inquire on bank products and services.

• Provide operational support and trouble shoot issues for various digital banking products, such as Online Banking, Remote Deposit Capture, Mobile Banking, Mobile Deposit, and Mobile Wallet and Bill Pay.