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 primarily through phone interactions. The role focuses on account reviews, transaction processing, and maintaining customer profiles while promoting ESL's digital banking features. This hybrid position allows for remote work up to 50% of the time after training, and it emphasizes foundational skill development and customer experience enhancement.

Responsibilities

• Assist customers via phone with account reviews and transaction processing.
• Promote and support ESL's digital banking features, including navigation and password resets.
• Engage in continuous self-development and accept feedback for performance improvement.
• Accurately process customer transactions and provide appropriate recommendations.
• 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 equivalent 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

• Competitive hourly pay with opportunities for advancement.
• Hybrid work environment with remote eligibility after training.
• Engagement in a culture that values diversity and inclusion.