Customer Care Specialist; Call Center

At Valley Bank, we believe in people’s growth potential. We invest in it. We protect it. We focus it. For nearly 100 years, we have been the bank that clients from every industry turn to for our expertise, strategies, and advice—building the kind of trust that can fuel every goal. We are the leading relationship bank built for growth— with over $60 billion in assets, 3,800 experts, and more than 200 consumer branches and commercial banking offices across the United States.

The Customer Service Specialist provides best‑in‑class customer care across Valley’s key channels such as the telephone, email, live chat, and social media.

• Follow bank guidelines regarding customer service and deliver an exceptional customer experience in accordance with Valley’s mission statement.
• Manage all customer issues while maintaining the highest level of professionalism, providing thoughtful, prompt resolution with empathy and a consistent voice.
• Answer high volume of phone calls, respond to e‑mails, and handle various communication channels from clients regarding balances, transactions, debit card usage/limits, internet banking, and other general banking queries.
• Maintain proficient knowledge of bank products and services and educate customers, while cross‑selling various products and services.
• Own issues to resolution and properly escalated unresolved issues through proper channels.
• Achieve individual sales, referral, and service quality goals.
• Develop referrals from prospects calling to inquire on bank products and services.
• Provide operational support and troubleshoot issues for various digital banking products, such as online banking, remote deposit capture, mobile banking, mobile deposit, and mobile wallet/bill pay.

• Excellent verbal and written communication skills.
• Strong customer service skills with the ability to engage customers in conversation regarding products and services.
• Proficient computer skills; ability to understand and utilize multiple systems, computers, and databases.
• Demonstrate a working knowledge of bank products, services, and policies.
• Ability to solve practical problems.
• Demonstrate a professional manner and team spirit.
• Self‑driven with a positive outlook and confidence, tact, patience, and diplomacy while dealing with customers.
• Detail oriented and organized.

• High School Diploma or GED and a minimum of two years high‑volume call center experience, teller or branch banking experience.
• Bilingual preferred.

• Entry level

• Full‑time

• Other

• Banking

Second shift schedules may be eligible for an hourly rate shift differential.