Customer Care Specialist

$44,034 - $49,338/Yr

Esl Federal Credit Union - Rochester, NY

Full-time - Entry Level

Hybrid - Rochester, NY

Credit Intermediation and Related Activities

About the position

The Customer Care Specialist position at ESL Federal Credit Union is designed to assist customers through phone interactions, focusing on account reviews, transaction processing, and maintaining customer profiles. This entry-level role emphasizes foundational skill development and customer service excellence, with opportunities for advancement to a higher level. The position supports ESL's digital banking features and requires flexibility in scheduling, including a hybrid work model after training.

Responsibilities

• Assist customers via phone with account reviews and transaction processing.
• Identify and recommend products and services to meet customer financial needs.
• Promote and support ESL's digital banking features, including navigation and password resets.
• Engage in continuous self-development and accept feedback for performance improvement.
• Ensure accuracy in transaction processing and adhere to call handling standards.
• Document customer feedback in the Voice of Customer database.
• Act as the first line of defense against fraud and scams, ensuring customer account security.

Requirements

• High School diploma or GED required.
• Minimum of 1 year customer service and/or sales experience in a retail/sales environment.
• Comfortable working with various computer applications.
• Effective verbal communication skills.
• Ability to identify opportunities to deepen customer relationships.
• Ability to maintain poise and professionalism under pressure.

Nice-to-haves

• Prior banking experience preferred.

Benefits

• Opportunities for advancement
• Hybrid work eligibility after training
• Flexible scheduling options