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Columbia Bank New Jersey · 5 hours ago

Customer Service Center Representative I

Fair Lawn, NJ

Full-time

Hybrid

Entry Level

1+ years exp

Columbia Bank New Jersey is seeking a Customer Service Center Representative I who will serve as the first point of contact for clients, addressing a wide array of banking needs. The role requires delivering exceptional service and support through various channels while ensuring client account safety and enriching client interactions.

BankingFinancial ServicesMortgage

Responsibilities

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 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

Qualification

Customer service experienceBanking knowledgeEffective communicationBanking softwareProblem-solving skillsEmpathyMulti-taskingStress managementTeam collaborationAttention to detailFlexibilityWritten communication

Required

High school diploma or equivalent required

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