Description
*This is a fully remote position. Candidates must reside within a two (2) hour
radius of Red Bank, NJ, Toms River, NJ or Uniondale, NY. Candidates must reside
in New Jersey, New York, or Pennsylvania.*
At OceanFirst Bank, each one of our employees plays an important role in
delivering value to our customers and executing daily tasks in accordance with
our core values. We recognize that our employees are essential to our success,
making OceanFirst a great place to work and do business.
Great benefits include: on-site fitness facility at Red Bank and Toms River
headquarter offices, remote schedule, employee perks & discount programs,
tuition assistance, incentive compensation program, professional development
opportunities, and more! Apply today to #BecomeOceanFirst and make an impact in
the local community!
About the Role
The Customer Care Associate position is a customer service ambassador to
external and internal customers of the Bank. This position provides and ensures
professional decorum to internal and external customers at all times, while
responding to calls, emails and chats presented in the Call Center.
What You Will Do
1. Answers incoming customer requests through telephone, chat and email and
assists customers and staff with banking related questions. Responds
professionally and treats customers and staff with respect at all times.
2. Tracks case interactions through the Salesforce CRM platform.
3. Understands and initiates use of video technology to assist customers face
to face when needed; Maintains a thorough understanding of the Bank's
products and services and presents alternate banking solutions to customers
when appropriate.
4. Effectively handles issues and complaints, makes appropriate decisions
using Bank policy and procedures, and escalates issues to management when
appropriate.
5. Assists with department tasks, review of the mobile deposit queue,
operating the ITM platform, survey responses, social media monitoring,
research and maintenance requests as needed.
6. Supports Online Banking customers via telephone and Live Chat, including
the explanation of features and functionality, browser compatibility,
troubleshooting, adding accounts and password resets.
7. Provides debit card decline support and unblocks cards for travelers as
requested.
8. Assists customers with lost or stolen debit cards including placing the
card in "Hot Card" status, reviewing recent transactions to identify
fraudulent activity, initiating Reg E claims when necessary.
9. Maintains knowledge of the Bank's security standards and reports incidents
appropriately.
10. Performs approved account maintenance in accordance with policy and
procedure.
11. May assist with conversion related and special projects as needed.
12. May be required to assist with opening and closing of the branch,
settlement and the processing of Teller transactions as needed.
Qualifications
What We Expect of You
* Excellent verbal and written communication skills and proficiency with video
chat.
* Strong customer service skills.
* Ability to solve complex problems quickly and efficiently.
* Strong computer literacy (including Internet, PC and E-mail technology) and
ability to navigate multiple programs simultaneously while speaking with a
customer.
* Proficiency in Microsoft Word, Excel and Outlook.
* Knowledge of operating in a financial services environment and its policies
and procedures.
* Working knowledge of bank products and services or ability to be trained and
quickly learn.
* Availability to work extended hours and weekends.
Your Qualifications
* High school diploma or equivalent.
* Minimum one year experience in customer service / call center environment.
* Experience preferred working with:
1. CCaas Solutions (Nice, Five9, Talkdesk, Genesys, etc.)
2. Cloud-based CRM (Salesforce, MS Dynamics, etc.)
Internal and External Contacts
* Frequent divisional and interdivisional contact.
* Frequent contact with customers in response to inquiries on all account
related issues.
* Occasional contact with external providers.
Working Conditions/Physical Requirements
Remote environment. If working remotely environment must be noise and
distraction free. Ability to operate computer. Ability to communicate in order
to exchange simple to complex information with individuals and groups. Ability
to travel throughout Bank footprint.