Contact Center Quality Analyst, Sr. jobs in Syracuse, NY

About the Role

The Contact Center Specialist will professionally handle customer transaction (phone, email, ITM, chat) requests in a timely, positive, and helpful manner. This person will perform various financial transactions and proactively educate customers on products and services that will meet their financial needs. This should be done in a timely, friendly, and satisfactory manner thereby delivering the best customer service to our current customers, potential customers, vendors, outside agencies and employee staff. Must be able to take initiative, accept responsibility, and work independently as well as being aware of, and part of a team environment. Have a high regard for detail, sensitivity/confidentiality regarding customer account information, and excellent interpersonal and communication skills.

Major Duties and Responsibilities:

• Provide prompt, accurate, concise, and courteous responses to customers.
• Take initiative to identify problems, research, rectify and assist in finding resolution to resolve customer concerns and deliver recommendations.
• Build customer relationships.
• A high level of professionalism, flexibility, and initiative.
• Exercise good judgment and problem-solving skills.
• Process customer transactions accurately providing a high attention to detail.
• Act as liaison to customer and branch/support departments.
• Work in retail offices if and as assigned.
• Provide department/team support and coverage.
• Must be able to work in the Friday close and the Saturday rotation schedule.
• Represents the Company in a professional manner and exemplifies the desired culture and philosophies of the organization inside and outside the work environment.
• Works effectively as a team member with other members of Management and Department staff.
• Responsible for compliance with regulations including but not limited to Anti-Money Laundering, U.S. PATRIOT Act, Bank Secrecy Act, OFAC, Fraud Protection, Security Procedures and Privacy and Confidentiality requirements.
• All other duties as assigned.

Educational Requirements:

• A high school diploma or GED is required; a bachelor’s degree or commensurate work experience preferred.

Experience:

• 1 -2 years related experience and/or training required.
• Financial Institution experience preferred.
• Required background in customer service and sales.
• Must be able to function in a fast-paced environment and be detail oriented.

Qualifications:

• Be self-motivated, and possess a pleasant personality.
• Ability to effectively present information in one-on-one situations with customers.
• Ability to organize and prioritize multiple tasks.
• Effective in both written and oral form, and be able to sell products and services effectively.
• Ability to use Word for Windows, Excel, and other Microsoft Office applications, as well as the ability to learn new applications quickly.
• Ability to interpret and comply with all banking regulations and compliance standards.
• Protect information, maintain integrity, and keep high standards.
• Recognize the value of relationships. Build & maintain relationships with internal and external customers.

Job Type: Full-time

Pay: From $17.32 per hour

Expected hours: No less than 37.5 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Experience level:

• No experience needed

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• In-person
• Office

Experience:

• Call center: 1 year (Preferred)
• Teller: 1 year (Preferred)

Ability to Relocate:

• Seneca Falls, NY 13148: Relocate before starting work (Required)

Work Location: In person