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Customer Care Specialist

Posted: 01/11/2023

MOVE YOUR CAREER IN THE RIGHT DIRECTION! 

  

Glens Falls National Bank & Trust Company is seeking and experienced 

Customer Care Specialist

This opportunity may be perfect for you if you have experience in: 

- Strong Communication Skills 

- Proven Quality Customer Service Skills 

ABOUT THE POSITION 

In this position with our Customer Care Center, you would be responsible for serving as first point of contact between our Company and our current and potential customers most often via telephone and electronic mediums. Responsible for providing superior customer service through every interaction, decision, and behavior. Will own every customer interaction and use knowledge of Company systems, products, services, and programs to effectively offer solutions to customer needs, resolutions to complaints, and answers to inquiries. Collaborates with other departments as needed to serve customers.  

Responsibilities Include: 

§ Field incoming customer service calls and electronic communications referencing knowledge of Company operations, products, services, and programs. 

§ Ensure compliance with regulatory requirements and Company policies by adhering to procedures. 

§ Research and resolve customer inquiries at first point of contact; collaborate with departments as needed and follow-up to ensure satisfactory resolution for customer. 

§ Identify sales and customer relationship opportunities by actively participating in sales/referral programs; make appropriate referrals by matching customer needs to appropriate solution. 

§ Review data for missing information and proper authorizations in timely manner according to department policies and procedures. 

§ File documents manually and electronically based on established criteria; complete projects or other tasks as assigned. 

§ Operate Interactive Teller Machine and open Company products and services upon request by customer while following policies, procedures, and regulatory requirements.  

Qualifications: 

Education/Certifications/Experience: 

§ Associate Degree or equivalent experience required 

§ 2-4 years of exceptional customer service experience; experience in financial institution or call center environment preferred  

Skills/Knowledge Requirements: 

§ Strong communications skills, both written and verbal; comfortable communicating with customers, co-workers, and management 

§ Proven quality customer service skill; ability to use active listening techniques to identify customer needs 

§ Exceptional telephone manner and ability to handle telephone and other technology simultaneously 

§ Ability to accurately and efficiently complete tasks/projects, handle multiple priorities, and meet strict deadlines 

§ Proficient in Microsoft Office Suite including: Word, Excel, and Outlook; ability to learn new programs as initiated 

§ Demonstrated sales skills; ability and willingness to learn products and sales strategies  

Other: 

§ Ability to work rotating Saturdays and rotating shifts Monday through Friday  

  

  ABOUT OUR COMPANY 

We offer a pleasant work environment, career development opportunities, competitive compensation, and an exceptional benefits package. This position works out of South Glens Falls, New York. 

  

Glens Falls National Bank & Trust Company has been serving the region and helping our neighbors achieve their financial goals since 1851. We are proud to serve as a cornerstone in the community through charitable giving and unmatched volunteerism. We serve Warren, Washington, northern Saratoga, Essex, and Clinton counties through 30 offices. 

  

We are an Equal Opportunity Employer. Our employment decisions are made without regard for: race, color, religion, national origin or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status, or any other characteristic protected by law.  

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