POSITION SUMMARY

PCSB Bank is committed to our customers, colleagues and communities that we serve.

The Call Center position is responsible for providing support to consumer, business, loan and prospective customers through personable and professional telephone, secure chat and email support. The position will support general customer inquiries, consumer online banking, mobile banking, bill pay, loan/lending inquiries and business online banking. The position will assist in sales and retention via cross selling and deepening customer relationships. Quote loan rates on consumer lending products. Partner with back office operations, loan servicing and retail branch staff as required.

Principal Duties and Responsibilities:

• Provide quality customer support. Answer customer calls in a timely manner. Actively listen and respond to customer needs; provide excellent customer service and satisfaction to ensure customer loyalty. Handles a variety of customer issues. Identify complex problems and offer solutions to provide complete resolution to the customer’s satisfaction
• Drive sales and retention. Cross-sell and use every opportunity to create new or deepen existing customer relationships. Ask probing questions that would help uncover customer needs and offer the best products or services. Acknowledge and report customer complaints to supervisors in a timely manner to ensure customers issues or concerns are being addressed promptly.
• Perform outgoing calls as needed or required
• Loan servicing and applications. Quote rates on Consumer Loans and provide product information. Uncover customer needs with ability to cross sell loan products. Handle basic loan inquiries. Required to be licensed with NMLS (Nationwide Mortgage Licensing System) to complete loan applications for customers (Within 60 days of accepting position)
• Possesses Internet and Online Banking knowledge and skills. Ability to assist customers with online banking products. Troubleshoot online banking, mobile and bill pay service calls. Set up Business Online Banking enrollments
• Responds to customer inquiries through online secure messaging and website email channel.
• Knowledge of all applicable laws along with company policies and procedures. Successfully completes all Compliance training

Job Qualifications:

To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below 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

• 
  Bachelor’s degree preferred or minimum of 2 years progressive branch, lending, call center or back office operations experience
• Must be customer focused and be able to communicate in a clear, concise and professional manner
• Problem solving skills
• Sales oriented
• Experience in a customer service environment
• Ability to work effectively in a team environment
• Ability to adapt to change, set priorities and manage time effectively
• Proficient in using a Windows based PC and Microsoft Office

Physical Demands:

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.

• Typical office/call center environment

• Initial two-week training period will be in Rhode Island

Call Center hours Monday to Friday 8:30 AM to 6:00 PM and Saturday 8:30 to 2:00 PM