E-Commerce Customer Support Operations Specialist

E-Commerce Customer Support Operations Specialist
Department: Bank Operations
Reports: Director of Operations

Position Summary
The e-Commerce Customer Support Operations Specialist will focus on the transformation and elevation of customer acquisition through digital channel expansion and interact directly with JHA Call Center Solutions for customer service matters requiring escalation to Carver Federal Savings Bank for resolution. The primary responsibilities of the E-Commerce Customer Support Operations Specialist are client acquisition, onboarding and retention. The E-Commerce Customer Support Operations Specialist will partner closely with local Relationship Management and Preferred Banking teams, filling the roles of subject matter expert on the bank's technology products. Those in the position are tasked with mastering all digital banking platforms-Personal Online Banking, Business Online Banking, Mobile Banking, Remote Deposit Capture and Automated Clearing House.

Essential Duties and Responsibilities:

• There are several key components of this role:
• Monitor the automated online account opening application review process to perform adequate quality due diligence review of all new accounts boarded.
• Monitor and follow-up on all pending applications and declined applications.
• Actively uses our CRM to document customer / prospect interactions
• Reports on daily metrics
• Properly triage opportunities and customer issues
• Comfortable making outbound calls to prospects
• Offer an exceptional customer experience in every interaction consistent with Carver's core values
• Communicate with potential and existing customers through multiple platforms including inbound calls, outbound calls, e-mail and online chat

Qualifications/Requirements:

• 3-5 years' experience in Bank Operations /Call Center
• Experience with core deposit system Jack Henry Silverlake
• Associates degree, bachelor's degree preferred
• Excellent written/verbal communication skills.
• Strong customer service skills required.
• Proficiency with various software programs, including Word and Excel spreadsheet applications.
• Exceptional organizational skills and high degree of accuracy with close attention to detail.
• Exceptional problem-solving skills.
• Effective time management, organizational and prioritization skills.
• Superior product category knowledge
• Candidate must be a self-starter with exceptional interpersonal skills, and excels in a team environment, as well as on one's own.
• Strong organizational and prioritization skills are a must.
• Strong, independent decision-making ability, knowing when to escalate to a Manager.