WFH CSR Personal Banker I
Company: New York Community Bank
Location: Westbury
Posted on: March 19, 2023
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Job Description:
JOB DESCRIPTION
JOB SUMMARY
A CCC Personal Banker I successfully completes internal contact
center and skills training programs and/or already possesses the
product, service and Company knowledge necessary to handle routine
to moderately complex customer inquiries and problems via the
telephone, written correspondence, or electronic mail from retail
banking customers located throughout the country. Under general
supervision, promotes the bank's products and services. Provides
efficient and quality customer service while meeting all
performance standards
Salary Range: $15.00 - $21.18
ESSENTIAL FUNCTIONS
Demonstrates excellence in customer service while responding to and
resolving routine to moderately complex customer inquiries or
problems regarding products and services. Observes and complies
with policies and procedures, customer service standards, and
compliance guidelines. Utilizes various computerized systems for
tracking, information gathering, and/or troubleshooting. Processes
customer requests for research or documentation, and acts as
liaison between the customer and internal support areas. Performs
account maintenance functions, as outlined in procedures.
Recognizes and responds to opportunities to prevent the loss of
customers' accounts due to bank error, improper fee assessments,
and other service related issues. Recognizes and responds to
opportunities to identify fraudulent activity and is able to report
to the appropriate area protecting customers and the bank. Consults
with customers to identify financial needs and defines the features
and benefits of the bank's products and services, providing
information on rates, service charges, restrictions and other
related information. Promotes the Bank's services, and refers
customers to the appropriate sales personnel. Meets established
service, productivity, and quality standards. Makes outbound
follow-up calls to customers to ensure service objectives are met.
Keeps current on published Retail Banking announcements, Bank
products, services, systems, policies - procedures, and
governmental regulations impacting the retail banking business.
Participates in on-going internal and external training programs as
required or recommended by Manager. Performs special projects and
additional duties and responsibilities as required. Where
applicable and when performing the responsibilities of the job,
employees are accountable to maintain Sarbanes-Oxley compliance and
adhere to internal control policies and procedures.
REQUIREMENTS
EDUCATION AND EXPERIENCE
High school diploma or equivalent. Minimum two years customer
service or telesales experience, preferably in a financial services
environment. Bilingual, (especially Spanish speaking), a plus.
Successful completion of the CCC Internal Certification Training
Program(s) as required by management.
KNOWLEDGE, SKILLS AND ABILITIES
Knowledge of the features and benefits of the Bank's retail banking
products and services. Good customer service skills. Good verbal
and written communication skills. Good problem recognition and
resolution skills. Good organizational skills. Computer literate;
proficiency with contact center systems and Windows-based
applications, including word processing and e-mail. Detail
oriented. Ability to deal with the public enthusiastically and with
professionalism. Ability to operate standard office equipment.
Ability to effectively present information. Ability to apply
mathematical concepts such as fractions, percentages, and ratios.
Ability to sit at a desk and operate a computer and phone for
extended periods of time. Ability to work a flexible schedule
including nights, weekends and holidays.
NEW YORK COMMUNITY BANK, a Division of Flagstar Bank, N.A.
Based in Hicksville, NY, New York Community Bank, a Division of
Flagstar Bank, N.A. (NYCB), services customers throughout Metro New
York, New Jersey, Ohio, Arizona and Florida. NYCB serves customers
through over 235 branches featuring a divisional structure: Queens
County Savings Bank, Roslyn Savings Bank, Richmond County Savings
Bank, Roosevelt Savings Bank and Atlantic Bank in New York; Garden
State Community Bank in New Jersey; Ohio Savings Bank in Ohio; and
AmTrust Bank in Florida and Arizona. With a longstanding reputation
of strength, stability and service, NYCB is proud to be committed
to the communities it serves.
To learn more about the NYCB visit us atwww.MyNYCB.com.
Help recruit top talent for NYCB through the employee referral
program. All NYCB employees are encouraged to submit referrals.
Locate top talent right in the community where you live, work and
play. Amazing individuals are all around! Be sure to let them know
how they can become a part of the NYCB family.
NYCB is an equal opportunity employer that prohibits discrimination
on the basis of race, color, age, sex, national origin, ethnicity,
religion, marital status, disability, military status, veteran
status, domestic violence victim status, gender identity or
expression, sexual orientation, genetic information and any other
classification protected by applicable federal, state, or local law
or ordinance.
This policy against discrimination applies to all terms and
conditions of employment including, but not limited to: recruitment
and selection, and demotion, transfer, training and development,
compensation, benefits, leaves of absence and termination. NYCB
will consider reasonable accommodations for employees and
applicants with disabilities, as well as accommodations that are
necessary for an employee to practice their religious faith.
Keywords: New York Community Bank, New Rochelle , WFH CSR Personal Banker I, Other , Westbury, New York
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