Senior Customer Support Specialist- Hybrid (Full-time)

Position Overview

The Senior Customer Support Specialist is responsible to take inbound calls from bank customers and ensure an exceptional customer experience during each call. This role is responsible for engaging clients to interpret needs, troubleshoot and provide solutions to inquiries in addition to the responsibilities of Customer Support Specialists.

This role is also responsible for staying abreast of any new and/or changes to existing bank and department policies and procedures, products, services and marketing trends to ensure customer satisfaction

All Provident Bank employees are expected to adhere to the Bank’s Code of Ethics, Core Values, and Mission Statement. Works under general supervision.

Our contact center operates Monday through Friday from 8:00 AM to 7:00 PM, and Saturdays from 9:00 AM to 2:00 PM. Team members are scheduled to work within these hours, and it’s important that candidates are fully available during this time frame.

Key Responsibilities

• Independently responds to customer inquiries regarding the Bank's ATM and debit card services, reviewing transactions, identifying merchants, resetting pins and passwords, and other banking related services.
• Receive inbound calls from clients/ business partners and assist them with banking needs, while providing clear and accurate information about bank products and services
• Ask provoking questions to uncover client needs, recommend services and products, directs calls to the appropriate staff for assistance as needed while
• Creates and mail customer correspondence regarding account information and account holder documentation. Research account transactions to determine source of the transaction to produce copies of paid and deposited checks and statements upon request
• Meets or exceeds individual service including but not limited to 24-hour follow-up, adherence to schedule, call monitoring scores and unavailable time.
• Properly identify customers using verification process, implement enhanced security verification measures as the situation warrants to minimize risk and fraud to the bank.
  
  

Minimum Qualifications

• High school diploma or GED
• Minimum two years Call Center or Banking experience
• Proficient Critical thinking skills, ability to problem solve, make sounds decisions to produce thorough and accurate work.
• Adaptive, Flexible, Resourceful and the ability to cope with the fast-changing environment.
• Intermediate proficiency in Microsoft Office suite and alphanumeric data entry
• Ability to communicate clear, concise information to customers/co-workers and identify the best method to communicate information for each situation.
• Ability to function both as a team member and works well independently.
• Ability to work a flexible schedule according to the hours of operation of the contact center.
  
  

Preferred Qualifications

• 5 years banking experience
• 5 years call center experience
  
  

Working Conditions

Work is performed in a normal office environment. Noise levels are usually moderate. This position involves travel to customers and property locations.

• Prolonged sitting
• Lifting from 5 to 10 lbs. (printer paper, storage boxes)
• Occasional bending or overhead lifting (storing files or boxes)
• The hazards are mainly those present in a normal office setting
  
  

This job description may not be all-inclusive. Employees are expected to perform other duties as assigned and directed by management. Job descriptions and duties may be modified when deemed appropriate by management.

Provident Bank recognizes and supports the importance of creating a socially and culturally diverse employee base. We understand, value, and appreciate the unique perspectives that a diverse workforce can contribute to our organization. We put the employee and the customer at the center of strategy because culture is a critical differentiator for why people choose to work here.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law.

Pay Details

$18.41 - $23.03

Please note, the base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, education, geographic location, internal equity, and other applicable business and organizational needs.

This role is incentive eligible based upon company, business, and/or individual goal achievement and performance.

Team members accrue paid time-off (PTO), receive Holiday (PTO) and are eligible to participate in the bank’s Health and Wellness benefits including Medical, Dental and Vision Plans, Flexible and Health Savings Accounts, and a 401(k) Retirement Plan. In addition, the company provides Disability Insurance, an Employee Assistance Program, and Basic Life Insurance. Company sponsored Tuition Disbursement and Loan Repayment programs are also available. Voluntary benefits include Supplemental Life Insurance, Accident, Critical Illness, Hospital Indemnity and Legal plans.