Customer Care Specialist

ESL Federal Credit Union is a financial institution committed to providing excellent customer service. The Customer Care Specialist will assist customers with account reviews, transaction processing, and promote ESL's digital banking features, while ensuring a high standard of customer experience. Responsibilities Helping customers via a phone channel, assisting with account reviews, transaction processing, and customer profile maintenance Identifying and recommending products and services to help customers address financial needs in a referral capacity Promoting and providing support of ESL’s digital channel features, including general site navigation, money movement guidance, and digital banking password resets Engaging in continuous self-development and accepting feedback to improve performance Participating in Voluncare Model and focusing on foundational skill development for an enhanced customer and employee experience Using approved behaviors to ensure customer experience aligns with standards Recommending and referring products and services to help customers increase their convenience and achieve their financial goals Accurately processing customer transactions and providing appropriate recommendations to customers who may need guidance in identifying the best solution to meet needs Supporting the Voice of Customer process by documenting customer feedback in the VOC database Understanding the need for referencing system tools, support lines, leadership, and procedures to ensure accuracy in the information provided to customers Acting as the first line of defense against fraud and scams which place customer account security at risk Delivering information to customers on identifying and preventing fraud and escalating issues to higher authorities when necessary Skills High School diploma or High School equivalency diploma required Min 1yr customer service and/or sales experience in a retail/sales environment Comfortable working with a variety of computer applications Effective verbal communication skills Ability to identify opportunities to deepen customer relationships Ability to maintain poise and professionalism under pressure Demonstrate alignment with ESL's Core Values, mission, vision, and Purpose to help our community thrive and prosper Prior banking experience preferred Benefits Wellness program Family assistance plan 401k with match Paid volunteer time Learning & Development training Company Overview With 100 years of locally owned history, ESL Federal Credit Union serves as a full-service financial institution to more than 465,000 members and more than 18,700 businesses. It was founded in 1920, and is headquartered in Rochester, New York, USA, with a workforce of 501-1000 employees. Its website is