Star Service Associate

Pay Range: $18.51 - $24.71

Responsible for addressing a wide range of internal and external customer questions, typically of a more complex nature. Troubleshoot technical issues involving the hardware and software of multiple bank product or services as required. Responsible for assisting less experienced staff and department team leader with more complex issues. Maintains effective customer service and sales skills in order to conform to service standards and measured goals. Works to resolve a variety of customer inquiries in a timely, complete, and friendly manner. Complies with all relevant policies, regulations, and ensures that all security measures and controls are adhered to.

Education and Experience:

• High School Diploma or GED, Associates Degree preferredCustomer service and/or sales experience, preferably in a banking environment
• Minimum four years Call Center experience or equivalent retail banking, financial operations support or other customer service experience

Skills and Abilities:

• Strong communication and interpersonal skills. Must have a positive attitude and a willingness to work in a team environment.
• In depth, knowledge or understanding of products and services offered.
• Strong PC skills in a Windows environment and ability to trouble shoot technical issues.
• Job requires identifying problems and analyzing situations and/or information using a broad range of criteria and guidelines; developing solutions in response to problems that are minor to moderately complex and may be recurring.
• Understand the roles and functions of various internal departments in addition to bank's policies and procedures.
• Requires expert knowledge of specialized and/or advanced knowledge of all areas supported by the Call Center.

Unique Job Characteristics and Requirements:

Rotational Saturdays requiredMust be flexible to work shift other than hired forOvertime may be required

Tasks Performed:

• 60% Addresses/resolves a wide range of internal and external customer inquires in a timely and complete manner from various sources while maintaining individual production, quality assurance goals minimum
• 30% Troubleshoot technical issues involving the hardware and software, analyze complex situations and develop solutions. Support and train new employees and/or back up team leader as needed. May be required to assist in other Operation departments and or locations other than Norwich. Standards measured by data entered on workflow sheet and review of call documentation.
• 5% Ensures that all security measures, policies, procedures and controls are adhered to.
• 5% Other duties as assigned.

Physical Requirements:

• Communicate effectively with internal and/or external customers
• Stationary 75% of time or greater
• Move Objects to Maximum 10 lbs

Benefits for Full-Time Employees: 

• Generous Paid Time Off: At least 22 days annually, prorated in the year of hire. 

• Parental Leave: Six weeks of paid leave at 100% of your salary. 

• Comprehensive Medical Coverage: Includes employer contributions to HSA for High Deductible Health Plan participants. 

• Dental and Vision Coverage: Ensuring your overall health and well-being. 

• Flexible Spending Accounts: For healthcare and dependent care expenses. 

• Employer-Paid Disability Coverage: Both short-term and long-term, with an option to purchase additional long-term coverage. 

• Life Insurance: Employer-paid basic life insurance, with an option to purchase supplemental coverage. 

• Voluntary Benefits: Including hospital, accident, and critical illness coverage. 

• Retirement Plans: Benefit from a 401(k) plan with employer matching, an optional Roth 401(k), and a pension plan to help secure your future.

• Adoption Assistance: Supporting your growing family. 

• Tuition