Location(s): Saddle River Road, Fair Lawn

Description: The Customer Service Center Representative delivers world-class customer service consistently to customers contacting the Customer Service Center via phone, email or alternative channels.

To be considered for this position you should have the following Job Requirements:

• Preferably a minimum of one year in a customer service capacity;
• Bachelor’s Degree is preferred;
• Bilingual (English/Spanish) preferred;
• Demonstrates proficiency in all applications, technology and service protocols in the business unit;
• Strong PC trouble shooting skills;
• Ability to deal extensively with customers via phone and to provide a high level of service at all times;
• Ability to work in a very structured environment;
• Ability to adapt to a dynamic, quickly changing environment;
• Excellent verbal skills, attention to details, follow through, ability to research and resolve problems;
• Demonstrates a professional manner and team spirit.

Job Duties:

Receives telephone inquiries from customers, as well as email or contacts through alternative channels.

• Effectively manage large amounts of incoming calls through excellent communication skills.
• Identifies and resolves issues, concerns, complaints and requests for information regarding the Bank’s products and services to the satisfaction of the customer.
• Utilizes appropriate technology and resources available to provide a satisfactory resolution and excellent customer service to all calls received. Strives for first call resolution.
• Projects a professional image to the customer, ensuring that all customer service protocols are demonstrated in each interaction.
• Acts as a customer contact regarding the promoting and selling of products/ services by telephone.
• Demonstrates a professional manner and team spirit.

Training

• Completes all required training including computer/telephone technology, products and services and standards of excellence.
• Demonstrates proficiency in multi-tasking, patience and the ability to manage stress during peak periods.

Compliance

• Complies with all regulations pertaining to BSA, USA Patriot Act, OFAC and Bank policies and procedures;
• Keeps abreast of new products and services offered by the Bank;
• Identifies/generates sales leads through conversations and strives to offer Columbia Bank products to meets customers’ needs.

Accuracy/Detail Oriented.

• Accurately records all pertinent information required for research, adjustments or resolution of every service request.

The hours for this position are as follows: Monday through Friday, 11:15am - 8:00pm, one day off during the week (Tuesday or Wednesday) and every Saturday: 8:00am-4:00pm

Please note: This position may require working on holidays.