Customer Care Center Specialist - Community Bank System : Job Details

At Community Bank System, Inc. (CBSI), we are dedicated to providing our customers with friendly, personalized, high-quality financial services and products. Our retail division, Community Bank, N.A., operates more than 200 customer facilities across Upstate New York, Northeastern Pennsylvania, Vermont and Western Massachusetts. Beyond retail banking, we also offer wealth management, investment management, insurance and risk management, and benefit plan administration.

Just as our employees are committed to helping our customers manage their finances, we're committed to our employees. After all, they make it happen for our customers every day.

To ensure our people can enjoy long and successful careers here at CBSI, we offer competitive compensation, great benefits, and professional development and advancement opportunities. As an equal-opportunity workplace and affirmative-action employer, we celebrate and support a diverse workplace for the benefit of all: our employees, customers and communities.

A Customer Care Specialist is responsible to answer incoming bank calls and forward or assist callers accordingly while adhering to customer service standards and department policy. This position will also provide technical support and assistance to customers and branches for all Customer Care Center products and services as well as general customer assistance with basic deposit and loan questions.

• Maintain proficient knowledge of, and demonstrate ongoing compliance with all laws and regulations applicable to this position, ensure ongoing adherence to pertinent policies, procedures, and internal controls, and meet all job-specific training requirements in a timely fashion.
• Provide assistance and technical support to customer s, via the help desk, maintaining professionalism and exemplary customer service skills.
• Answer other general customer questions relative to bank products and services.
• Follow Electronic Banking procedures to complete Regulation E claims and inquiries. Close cards and reorder when appropriate. Work with Fraud Analysts as necessary.
• Assist customers with Quicken/QuickBooks.
• Enter information and detail from each call in Synapsys.
• May be asked to complete branch requested maintenance, answer customer email inquiries, respond to customer research requests, retrieve and respond to voice mail, assist with department account reconcilement, eStatement review and release and other clerical duties.
• As an integral member of the Customer Care Center, this position is also responsible to provide assistance wherever necessary to help the Customer Care Center and the Bank in achieving their annual goals.

• Bi-Lingual in Spanish a plus!
• Call Center or customer service and banking experience preferred. Working knowledge of CBNA products/services preferred.
• Two (2) year degree in Business or Finance with emphasis on communications or equivalent related experience.
• Proficient PC Skills including typing.
• Proven experience with e-mail software and the Internet.
• Excellent oral and written communication skills.
• Proficient in letter-writing using business letter skills.
• Bi-lingual a plus!

Hours: 40 hours/week. May consider part time hours if Bi-lingual in Spanish.

Compensation: Commensurate with experience plus potential for annual merit increase. In addition to your competitive salary, you will be rewarded benefits including: 11 paid holidays, paid vacation, Medical, Vision & Dental insurance, 401K with generous match, Pension, Tuition Reimbursement, Banking discounts and the list goes on!

Please note: This position is not being offered remotely.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may be required to stand, walk or sit. Use hands and fingers, handle or feel, reach with hands or arms, and speak and hear. The employee may occasionally be required to lift and or move up to 25 pounds. Specific vision abilities required by this job include close vision, and the ability to focus.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.