Customer Care Center Specialist

This role is Onsite at our PAE office in Portland, OR:

151 SW First Ave, Suite 201, Portland, Oregon, United States, 97204

Our ideal candidate: We are seeking candidates deeply committed to our mission: to transform the banking industry from within. We lead by example, collaborate with and invest in change-makers, and build sustainable prosperity in our communities.

Who we are: Beneficial State is one of only a handful of B-Corp banks in the nation and one of the highest-rated B-Corps on the planet. That means that we subscribe to a rigorous evaluation standard that measures our positive impact, not just our profitability. We demonstrate how a bank can combine social equity, environmental sustainability, and business stability to create a better financial system – a system that drives inclusive prosperity to benefit people and the planet. #BCorp #WeAreBCorps

Join our team: If you are ready to do challenging and transformative work that will build a brighter future for us all, and you are hungry to bring your passion and energy to the table, we welcome your application.

SUMMARY

The Customer Care Center Specialist (CCC Specialist) is responsible for providing support to customers through Phone, Email, Web banking, Chat and Video. This position responds to various inquiries and resolves complex issues; the CCC Specialist is tech savvy and a virtual problem solver. The position is also responsible for ensuring friendly, accurate, timely, and high-quality service and remains abreast of bank policies, as well as state and federal regulations with the ability to adhere to phone, video, and email standards. The CCC Specialist possess enthusiasm for service and a willingness to serve and overcome objections related to various service requests and are also adept at adding value to each customer interaction and have prior experience opening new products and services. CCC Specialists are champions in everything related to our customers. This position is a unionized position through the Communication Workers of America.

ESSENTIAL DUTIES

• Identifies, recommends and upon approval, implements techniques and methods to improve current department/bank procedures and efficiencies
• Remains abreast of banking products and services
• Communicates the banks mission and vision to our prospective and existing customers
• Provides support to customers through multi-channel platforms: Emails, Phones, Chat and Video
• Accepts inquiries and follows up with solutions in a timely manner
• Ensures all internal and external service level expectations and standards are met
• Ensures compliance with all state and federal regulations and internal company policies, including but not limited to BSA / Anti-Money Laundering, Fair Lending, Privacy, and Anti-Discrimination, to the extent each applies to current job responsibilities. This includes successfully taking all online compliance training as assigned within specified due dates.
• Assists customers in navigating Web, Mobile Banking and external services
• Interfaces with customers, bank personnel, vendors, agencies, etc., to resolve issues
• Seeks opportunities to add value to our customers by identifying and offering the right product or service to meet their needs
• Works well independently and efficiently within a team to meet department goals in a professional manner
• Positively champions requests from customers and teammates and helps foster an equitable, fun and successful customer service environment by successfully prioritizing duties, possessing a passion for listening and quickly resolving issues
• Onboards new customers via Web Banking applications
• Onboards new products and services for consumer and commercial customers including, but not limited to, Checking, Savings, CD’s and Money Markets
• May represents the Bank in the community and demonstrates support of the Bank’s mission and community focus
• Reviews reports daily to assist customers and mitigates risk and potential fraud
• Adaptable to new technologies and open to changing customer needs
• Adheres to the department service level agreements
• Cross sells to existing and prospective customer through outbound sales efforts to meet department sales and growth goals

MINIMUM REQUIREMENTS

• Knowledge of State and Federal banking compliance regulations and Bank Secrecy Act
• 2+ years of Banking and customer service skills
• 2 years previous call center or phone and email support is preferred
• Demonstrated ability to learn new things and prioritize multiple tasks
• High School diploma or an equivalent combination of education and work experience
• Self-starter and worked with minimum supervision
• Well-developed written and communication skills and the ability to be effectively organized in a fluid environment
• Computer literacy in Microsoft application: Word, Excel, and outlook; other software programs needed for performance of duties
• Strong knowledge of all deposit related regulatory requirements and guidelines
• Comprehensive knowledge of various products and services supported by the bank is preferred
• Strong analytical, problem solving and decision-making skills
• Exercises accuracy, alertness, good judgment, initiative, courtesy, tact and patience in dealing with all levels of the organization, as well as with customers, vendors, and suppliers used by the Bank

What is the benefit package for this role? Beneficial State Bank’s benefits include a comprehensive package designed to support you and your eligible dependents. We focus on the holistic health of our team members and promote work-life balance.

Our benefit package includes:

• 401(K) / ROTH / FSA / HSA / EAP
• Holidays: 11 days per year
• Production-based incentive program available for some roles.
• Paid Volunteer Time: 4 days per year / annual match of qualifying employee donations
• Sick Days: 12 days per year
• Medical / Dental / Vision / Basic Life / STD / LTD
• Education and Adoption Assistance
• Pet Benefits
• Bank-Wide Annual Discretionary Bonus Program
• Paid Sabbatical Program after 5 years of service
• Vacation Days: 2-4 weeks depending on role

For detailed information about our benefits, please visit http://www.beneficialstatebank.com/about-us/careers

You are welcome here at Beneficial State Bank. We are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, national origin, gender identity, disability or veteran status.