What are the responsibilities and job description for the Customer Service Center Representative I position at Columbia Bank New Jersey?
SUMMARY : As a vital member of our Customer Service Center, you will serve as the first point of contact for our clients, addressing a wide array of banking needs. This position requires a commitment to delivering exceptional service, a proactive approach to solving problems, and the ability to enrich client interactions with comprehensive product knowledge and support. The role is crucial in ensuring client account safety and providing seamless support through calls, emails, and chat while maintaining professionalism and team spirit. Bilingual preferred.
Job Responsibilities:
Client Interaction Enrichment
Columbia Bank and its affiliates is an Equal Opportunity Employer
Affirmative Action Employer/Males/Females/Protected Veterans/Individuals with Disabilities
11:15am-8:00pm Monday, Wednesday, Thursday & Friday
Saturdays 8:00am-4:00pm
Job Responsibilities:
Client Interaction Enrichment
- Provide personalized support and solutions for clients' banking needs, including but not limited to general account inquiries, debit card issues, online banking assistance, and loan servicing inquiries through, email, telephone, and chat.
- Identify and resolve issues, concerns, complaints, and requests for information regarding the Bank’s products and services to the satisfaction of the customer.
- Utilize appropriate technology and resources to effectively manage each customer interaction and strive for the goal of first call resolution.
- Proactively identify opportunities to add value during each interaction, ensuring clients feel heard, valued, and supported by going the extra mile to exceed client expectations, fostering trust and loyalty.
- Project a professional image to the customer, ensuring that all customer service protocols are demonstrated in each interaction.
- Work collaboratively within a team environment to share knowledge, solve problems collectively, and ensure consistency of support.
- Participate in team meetings and training sessions, contributing positively to the team's development and success.
- Successfully completes all required training including computer, telephone technology, products and services and standards of excellence.
- Demonstrates proficiency in multi-tasking, patience, and the ability to manage stress during peak periods.
- Prioritize the protection of client account information with a vigilant approach to security
- and privacy.
- Employ the bank's policies and procedures to safeguard client data against unauthorized access or fraud.
- Comply with all regulations pertaining to BSA, USA Patriot Act, OFAC and Bank policies and procedures.
- Identify/generate sales leads through conversations and strive to offer Columbia Bank products to meets customers’ needs.
- Maintain an in-depth understanding of the bank's products and services, enabling informed recommendations that suit clients' unique banking needs.
- Stay current with the latest banking trends, products, and technologies to provide accurate and up-to-date information.
- Engage in ongoing training and professional development to enhance your banking knowledge and customer service skills.
- Handle client communications across multiple channels, including phone, email, and live chat, ensuring clear, concise, and effective exchanges.
- Log and track follow-up cases, ensuring all client issues are resolved in a timely and satisfactory manner.
- Accurately records all pertinent information required for research, adjustments, or resolution of every service request.
- Perform other job-related duties, including Fulfillment tasks, as may be assigned.
- High school diploma or equivalent required.
- Associate or bachelor’s degree preferred, not required.
- 1-2 years of experience in a customer service capacity, especially in a call center or banking environment, is preferred.
- Demonstrated ability to provide outstanding customer service.
- A passion for helping others and the ability to empathize with and prioritize customer needs.
- Ability to always uphold a high degree of service standards.
- Excellent verbal and written communication skills. Ability to convey information clearly and effectively across various communication channels.
- Strong attention to detail and accuracy, especially in handling customer inquiries and servicing banking needs.
- Proactive and creative problem-solving skills. Ability to assess customer issues and find effective solutions quickly.
- Comfortable using banking software, databases, and systems. Familiarity with digital banking services is advantageous.
- Strong PC trouble shooting skills, such as browser settings and proficient with internal systems.
- Ability to work effectively as part of a team. Willingness to support colleagues and collaborate to achieve team goals.
- Flexibility to adapt to changing environments, banking products, and customer needs. Ability to handle stress and work under pressure in a very structured environment.
Columbia Bank and its affiliates is an Equal Opportunity Employer
Affirmative Action Employer/Males/Females/Protected Veterans/Individuals with Disabilities
11:15am-8:00pm Monday, Wednesday, Thursday & Friday
Saturdays 8:00am-4:00pm