OceanFirst Bank · 9 hours ago
Customer Care Center Associate
Toms River, NJ
Full-time
Hybrid
Entry Level
1+ years expOceanFirst Bank is committed to delivering value to their customers and recognizes the importance of their employees. The Customer Care Associate position serves as a customer service ambassador, assisting customers with banking-related inquiries through various communication channels while maintaining professional decorum.
BankingFinanceFinancial Services
Responsibilities
Answers incoming customer requests through telephone, chat and email and assists customers and staff with banking related questions. Responds professionally and treats customers and staff with respect at all times
Tracks case interactions through the Salesforce CRM platform
Understands and initiates use of video technology to assist customers face to face when needed; Maintains a thorough understanding of the Bank's products and services and presents alternate banking solutions to customers when appropriate
Effectively handles issues and complaints, makes appropriate decisions using Bank policy and procedures, and escalates issues to management when appropriate
Assists with department tasks, review of the mobile deposit queue, operating the ITM platform, survey responses, social media monitoring, research and maintenance requests as needed
Supports Online Banking customers via telephone and Live Chat, including the explanation of features and functionality, browser compatibility, troubleshooting, adding accounts and password resets
Provides debit card decline support and unblocks cards for travelers as requested
Assists customers with lost or stolen debit cards including placing the card in 'Hot Card' status, reviewing recent transactions to identify fraudulent activity, initiating Reg E claims when necessary
Maintains knowledge of the Bank's security standards and reports incidents appropriately
Performs approved account maintenance in accordance with policy and procedure
May assist with conversion related and special projects as needed
May be required to assist with opening and closing of the branch, settlement and the processing of Teller transactions as needed
Qualification
Required
Excellent verbal and written communication skills and proficiency with video chat
Strong customer service skills
Ability to solve complex problems quickly and efficiently
Strong computer literacy (including Internet, PC and E-mail technology) and ability to navigate multiple programs simultaneously while speaking with a customer
Proficiency in Microsoft Word, Excel and Outlook
Knowledge of operating in a financial services environment and its policies and procedures
Working knowledge of bank products and services or ability to be trained and quickly learn
Availability to work extended hours and weekends
High school diploma or equivalent
Minimum one year experience in customer service / call center environment
Preferred
Experience preferred working with: CCaas Solutions (Nice, Five9, Talkdesk, Genesys, etc.)
Cloud-based CRM (Salesforce, MS Dynamics, etc.)
Benefits
On-site fitness facility at Red Bank and Toms River headquarter offices
Hybrid schedule after initial onboarding has been completed
Employee perks & discount programs
Tuition assistance
Incentive compensation program
Professional development opportunities
And more!
Company
OceanFirst Bank
OceanFirst Bank is one of the largest regional banks providing financial services throughout New Jersey and in the metropolitan markets of Philadelphia, New York, Baltimore, and Boston.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Linda Blakaitis
Vice President, Asst. Corp. Secty, Executive Asst. to CEO & Chairman
Joseph J. Lebel III
President and Chief Operating Officer
Company data provided by crunchbase