Apply on Employer Site

Blue Foundry Bank · 22 hours ago

Contact Center Agent

Corporate, Parsippany-Troy Hills, NJ, US

Full-time

Onsite

Entry, Mid Level

$0/hr - $30.31/hr

2+ years exp

Blue Foundry Bank is a dynamic institution focused on delivering exceptional customer service. The Contact Center Agent will be responsible for managing customer inquiries and providing solutions while ensuring a positive experience across various communication channels.

BankingBusiness Information SystemsFinancial ServicesSoftware

Responsibilities

Provides the highest levels of customer service while demonstrating a passion for helping others

Communicates effectively; remains patient, positive, and customer focused while handling complex inquires and requests

Identifies customer pain points and trends; communicates feedback; and collaborates with other members of the Channel Management/Central Operations team on crafting viable solutions to meet identified needs

Provides first level technical support to customers for all website, online account opening, eBanking and mobile banking needs

Effectively and efficiently handles all communication channels within the Channel Center

Effectively diffuses irate customers, while demonstrating an ability to deescalate intense situations

Ensure the security of customer information; minimizes bank losses by following all policies and procedures; maintains up to date knowledge of fraud schemes and trends in order to mitigate risk and fraud

Maintains self-accountability for achieving target service levels and all channel center key performance indicators

Maintains up to date knowledge on all bank promotions, accounts, loans, products, and services; seeks out opportunities to educate customers on solutions to meet various financial needs

Resolves customer issues by taking ownership of situations while leveraging all available resources; serves as an advocate for customers’ financial wellbeing

Leverages new customer onboarding process to increase engagement, and grow deposits and loans

Processes applications for various products and services via remote channels

Maintains a positive, professional demeanor when interacting with customers and co-workers

Demonstrates excellent judgement and decision-making skills when advocating for customers and protecting the assets of the bank

Maintains confidentiality of customer information by complying with the Privacy Policy; adheres to all bank policies and procedures to ensure accuracy and compliance

Works effectively on teams; collaborates with co-workers throughout the bank in developing creative solutions to customer issues

Ability to work non-routine hours which could include evenings, Saturdays and all other shifts

Performs other duties as assigned

Qualification

Customer serviceChannel center operationsBanking products knowledgeTechnical supportMicrosoft SuiteBilingual English/SpanishCommunication skillsInterpersonal skillsOrganizational skillsProblem solvingTime management