Customer Service Specialist (call Center)

Customer Service Specialist

Are you passionate about providing extraordinary customer service? Have you been recognized for your warm, friendly personality? Do you enjoy helping customers via the telephone, online and email? If this describes you, we have the opportunity you're looking for! Newtown Savings Bank is looking for a professional, positive, and high-energy team player to join our team as a Customer Service Specialist. In this role, you'll be the voice of the Bank—providing outstanding service to our customers through our Customer Service Center (Call Center). You'll handle inquiries, resolve issues, and ensure every customer interaction is a positive one.

Professional, positive, and high-energy team player who collaborates across Bank teams to serve customers and uphold Bank policies, procedures, and goals related to the operations of the Customer Service Center. Delivers exceptional customer service by actively listening, responding with empathy and accuracy, and ensuring each interaction reflects the Bank's commitment to excellence. Operates in a fast-paced call center environment while adhering to Bank policy and procedure, regulatory guidelines, and security protocols. Demonstrates courteous and professional telephone etiquette in every customer interaction. Must be able to commute to our Newtown, CT office to work onsite, as scheduled.

If you are interested in becoming part of an elite team of banking professionals, we want to talk to you!

Primary Responsibilities:

• Within a Customer Service Center environment, respond to customers through a variety of incoming communication channels including telephone, online and email while meeting Bank defined service standards. Provide customers with product and service information as well as account resolution.
• Acknowledge and courteously resolve customer complaints with a first-time resolution. Research and render decisions within authority level, referring to the department supervisor as needed. Take full ownership of the interaction from start to finish, ensuring timely follow-up and adherence to established deadlines. Strive to deliver elevated service by anticipating needs, providing clear communication, and ensuring customer satisfaction through professional and empathetic support.
• Maintain a high level of knowledge regarding all Bank services and product suites. Use knowledge to actively solicit new business from both customers and potential customers by identifying sales opportunities and uncovering needs. Actively sell the complete line of deposit products and services as well as make referrals to Commercial Lending, Mortgage Bankers and Newtown Investment Solutions.
• Process customer transactions received through incoming communication channels.
• Support the Bank's Mission Statement, Vision Statement, and Habits.
• Support department management in creating and maintaining an environment where employees feel engaged, supported and valued.

Position Requirements:

• High School Diploma or equivalent.
• 1-2 years Banking / Call Center experience.
• Ability to listen well and follow instruction.
• Outstanding customer service skills.
• Knowledge of basic computer applications.
• Verbal and written Communication skills.
• Ability to multi-task.
• Proper telephone etiquette.
• Knowledge of Banking Rules and Regulations.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Newtown Savings Bank is an equal opportunity employer and complies with affirmative action programs for qualified veterans and individuals with disabilities. Newtown Savings Bank shall not discriminate against any employee or applicant for employment based on race, color, religion, gender, age, marital status, national origin/ancestry, sexual orientation, gender identity, disability status, protected veteran status, or any other legally protected status.