Job Description

The Customer Service Specialist provides superior customer service by answering customer questions & assisting with issue resolution. The Specialist will assist in establishing & maintaining electronic banking relationships & provide ongoing support to drive digital adoption for our customers across all platforms. The Specialist will also proactively look for opportunities to provide additional information about banking related products & services in order to deepen existing banking relationships.

ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES:
Responds to customer & prospect telephone, email, & digital inquiries regarding their accounts & all bank products, including financial transactions.
Documents interactions with customers
Authenticates customers adhering to Bank guidelines.
Identifies fraudulent activity to protect the Bank & the Bank?s customers
Assists in the customer support for online & mobile banking as well as automated telephone banking including set-up, navigation, & maintenance.
Provides support for other bank departments.
Advises customers regarding Cape Cod Five?s products & to ensure that the highest level of customer service is provided.
Actively recommends bank products & services using a customer needs-based assessment.
Outbound calls to customers as required.
Complies with all customer confidentiality & privacy policies, as well as all Bank policies.
Performs duties & assignments in compliance with all state & Federal banking regulations.

QUALIFICATIONS:
EDUCATION & CERTIFICATIONS: (Minimum education required to perform the duties of this position)
High School degree or GED & willingness to pursue higher education required. Associate degree strongly preferred.

KNOWLEDGE, SKILLS & ABILITIES:
6 months customer service experience
Experience providing digital support preferred
Banking experience preferred
Ability to quickly learn the Bank?s products & services
Excellent problem-solving skills with a commitment to customer service a must
Ability to speak in a clear & pleasant manner
Ability to use excellent listening comprehension skills to understand callers & determine their needs/question
Excellent oral & written communication skills
Ability to handle multiple tasks & interruptions
Ability to work independently, as well as contribute to the team environment
Working knowledge of the use of PCs, current Windows operating systems, Microsoft Office, the Internet, & other software systems.
Knowledge of mobile device platforms including &roid & Apple iOS systems.
Must have cyber security awareness to protect the digital environment, the Bank, & customers.

COMPETENCIES:
Superior Focus on Customer Service
Technology Savviness/Digital Enthusiast
Financial Comprehension
Adaptability, Flexibility, & a Nimble Learner
Problem Resolution Focused
Solid Decisions Making/Judgement