Job Description

About Blue Foundry Bank

This is the Bank Where Things are Made. Blue Foundry is a bank where businesses are shaped, plans are formed, ideas are refined, solutions are built, and stuff gets done. Blue Foundry is revolutionary, bold, resourceful, roll-up-your-sleeves committed, smart, creative, and fun. A Bank of movers, shakers, and makers…We are a Bank that Gets Things Done.

At Blue Foundry Bank we invest in the well-being of our most prized asset…our employees! We provide a robust array of programs and benefits to help employees advance their careers and enhance the quality of their lives. Our experiential learning and development program ensures employees are on track to grow their career as of day one.

In addition, our comprehensive compensation package includes; medical, dental, and vision coverage; life insurance, short- and long-term disability insurance; 401(k)/Roth with company match up to 5%; paid time off, and 11 paid holidays; employee referral bonus; and educational reimbursement.

Position Summary

In this role you will be responsible for the delivery of exceptional levels of customer service through the bank’s remote channels (telephone, email, chat, text, etc.). This individual will accurately and efficiently handle all customer inquiries and service requests, ensuring a positive experience during every interaction.

The Contact Center Agent serves as a problem solver; builds relationships by evaluating customer needs and matching the appropriate products, services, and solutions to meet those financial needs while leveraging the bank’s service and sales culture to increase customer engagement.

Additionally, you will provide education and guidance regarding the bank’s products and services, and assist customers in navigating online applications, website, and technology.

Primary Responsibilities

• Provides the highest levels of customer service while demonstrating a passion for helping others

• Communicates effectively; remains patient, positive, and customer focused while handling complex inquires and requests

• Identifies customer pain points and trends; communicates feedback; and collaborates with other members of the Channel Management/Central Operations team on crafting viable solutions to meet identified needs

• Provides first level technical support to customers for all website, online account opening, eBanking and mobile banking needs

• Effectively and efficiently handles all communication channels within the Channel Center

• Effectively diffuses irate customers, while demonstrating an ability to deescalate intense situations

• Ensure the security of customer information; minimizes bank losses by following all policies and procedures; maintains up to date knowledge of fraud schemes and trends in order to mitigate risk and fraud

• Maintains self-accountability for achieving target service levels and all channel center key performance indicators

• Maintains up to date knowledge on all bank promotions, accounts, loans, products, and services; seeks out opportunities to educate customers on solutions to meet various financial needs

• Resolves customer issues by taking ownership of situations while leveraging all available resources; serves as an advocate for customers’ financial wellbeing.

• Leverages new customer onboarding process to increase engagement, and grow deposits and loans

• Processes applications for various products and services via remote channels

Additional Responsibilities

• Maintains a positive, professional demeanor when interacting with customers and co-workers.

• Demonstrates excellent judgement and decision-making skills when advocating for customers and protecting the assets of the bank

• Maintains confidentiality of customer information by complying with the Privacy Policy; adheres to all bank policies and procedures to ensure accuracy and compliance

• Works effectively on teams; collaborates with co-workers throughout the bank in developing creative solutions to customer issues

• Ability to work non-routine hours which could include evenings, Saturdays and all other shifts

• Performs other duties as assigned

  Position Requirements

• Bachelor’s degree preferred; a minimum of two years of equivalent financial institution/channel center experience required.

• Knowledge of channel center operations, banking products, and services

• Excellent customer service and communication skills

• The ability to demonstrate empathy, discuss complex situations/information in an easy to understand, patient and calm manner

• Excellent interpersonal, organizational and follow-up skills

• Ability to multitask in a fast paced, ever changing environment

• Strong time management skills, demonstrating the ability to multitask in a high pressure environment with short term deadlines

• Strong technical, analytical, and problem solving skills

• Proficient in Microsoft Suite, including Word, Excel and Power Point

• Bilingual English/Spanish a plus

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, LGBTQ, national origin, disability or protected veteran status.

All employees should have knowledge of bank’s procedures and its compliance as it pertains to their position.

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