Customer Care Center Senior Specialist

At Community Financial System, Inc. (CFSI), we are dedicated to providing our customers with friendly, personalized, high-quality financial services and products. Our retail division, Community Bank, N.A., operates more than 200 customer facilities across Upstate New York, Northeastern Pennsylvania, Vermont and Western Massachusetts. Beyond retail banking, we also offer commercial banking, wealth management, investment management, insurance and risk management, and benefit plan administration.

Just as our employees are committed to helping our customers manage their finances, we're committed to our employees. After all, they make it happen for our customers every day.

To ensure our people can enjoy long and successful careers here at CFSI, we offer competitive compensation, great benefits, and professional development and advancement opportunities. As an equal-opportunity workplace and affirmative-action employer, we celebrate and support a diverse workplace for the benefit of all: our employees, customers and communities.

Potential for Hybrid Work Schedule. Answer incoming calls to provide technical support and assistance to customers and branches and provide general customer assistance with basic deposit and loan questions. Handle escalated situations and respond to questions from CCC Specialists I and II.

Essential Responsibilities:

• Maintain proficient knowledge of, and demonstrate ongoing compliance with all laws and regulations applicable to this position, ensure ongoing adherence to pertinent policies, procedures, and internal controls, and meet all job-specific training requirements in a timely fashion.
• Provide assistance and technical support to customers and branches, maintaining professionalism and exemplary customer service skills.
• Answer other general customer questions relative to bank products and services while adhering to department policy.
• Provide first line support to CCC Specialists. Handle problematic, detailed or lengthy calls escalated by CCC Specialists.
• Follow procedures to complete Regulation E claims and inquiries. Close cards and reorder when appropriate. Work with Fraud Analysts as necessary.
• Follow procedures for call quality to maintain passing grades on calls.
• Assist customers with Quicken/QuickBooks.
• Assist with QA by grading specialist's calls
• Enter information and details from each call in Synapsys.
• Assist in training efforts for new CCC Specialists and with department call grading.
• Provide input and feedback to department supervisors to promote procedural efficiencies.
• May be asked to answer customer email inquiries; respond to customer research requests; assist with department account reconcilement; eStatement review and release; complete branch requested maintenance; and other clerical duties.
• Maintain proficient knowledge of, and demonstrate ongoing compliance with all laws and regulations applicable to this position, ensure ongoing adherence to pertinent policies, procedures and internal controls, and meet all job-specific requirements in a timely fashion

Ancillary Duties: As an integral member of the Customer Care Department, this position is also responsible to provide assistance wherever necessary to help the Customer Care Department and the Bank in achieving their annual goals.

Education/Training:

• Two (2) year degree in Business with emphasis on communications, finance or equivalent.
• Related experience normally required.
• All applicants must be 18 years of age or older.

Skills:

• Excellent customer service skills required.
• Strong computer skills including Excel, Word, XP and other bank systems.
• Ability to prioritize and work effectively under time constraints.
• Strong communicative skills.
• Attention to detail and problem solving skills.

Experience:

• One year Customer Care Center Specialist II experience.
• Working knowledge of administrative systems: Silverlake, Banno, Netteller, E-Z Pay, IPay and others as applicable.
• Written communications

Hours: 40 Hours/week

Compensation: Commensurate with experience plus potential for annual merit increase. In addition to your competitive salary, you will be rewarded benefits including: 11 paid holidays, paid vacation, Medical, Vision & Dental insurance, 401K with generous match, Pension, Tuition Reimbursement, Banking discounts and the list goes on!

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may be required to stand, walk or sit. Use hands and fingers, handle or feel, reach with hands or arms, and speak and hear. The employee may occasionally be required to lift and or move up to 25 pounds. Specific vision abilities required by this job include close vision, and the ability to focus.

The Company is an Affirmative Action, Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation and gender identity), national origin, citizenship status, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state or local law.

The Company will make reasonable accommodations for qualified individuals with a disability. If you have a physical or mental impairment and would like to request an accommodation with respect to the application process, please contact the Human Resources Department.