Senior Customer Care Specialist

POSITION:

Senior Customer Care Specialist

LOCATION:

Headquarters

REPORTS TO:

VP – Customer Care Officer

CLASSIFICATION:

Full Time, Non Exempt

PAY GRADE:

NE 25 ($18.00 - $35.21 per hour)

AVAILABILITY:

Monday 8:00am-4:30pm, Tuesday 10:30am-7:00pm, Wednesday-Thursday 8:00am-4:30pm, Friday 9:00am-5:30pm, Saturday 8:30am-1:30pm

*One Saturday required every 4 weeks

Position Summary:

The Senior Customer Care Specialist possesses advanced knowledge of Pioneer’s retail banking products, services, systems, procedures, and customer service channels, enabling them to independently resolve complex customer needs, exercise sound judgment, and provide solutions that create an effortless banking experience. In addition to providing exceptional customer service, the Senior Customer Care Specialist serves as a knowledgeable resource and role model for other Customer Care team members and employees throughout Pioneer’s Retail Banking Network. Through their expertise, problem-solving abilities, professionalism, and leadership by example, they help strengthen service consistency, support teammate development, and reinforce Pioneer’s commitment to a World Class customer experience.

Essential Job Functions:

Applies advanced retail banking knowledge to address a broad range of customer needs, including account and transaction inquiries, loans, debit cards, fees, suspected fraudulent activity, and technical support for Pioneer products and services.

Independently resolves customer needs on the initial interaction when appropriate and consistently delivers Pioneer’s World Class Service experience.

Manages a high volume of inbound customer contacts in a timely, professional, and courteous manner, supporting both customers and Pioneer retail locations, including after-hours operational support.

Identifies and responds to customer needs by asking appropriate questions, researching issues, and recommending solutions or alternatives that support customers in reaching their financial goals through phone, email, and ITM (on-screen video) interactions.

Conducts proactive outreach to new Online Banking customers to welcome them to Pioneer, answer questions, assist with their banking needs, and identify products, services, or solutions that support the customer relationship.

Maintains comprehensive and accurate documentation of customer calls and interactions within Pioneer’s customer relationship management system, including Salesforce.

Effectively navigates multiple systems and resources simultaneously while assisting customers.

Conducts customer transactions received Mobile Banking Deposits, ITMs (on-screen video experience), including routine teller transactions, and processes Mobile Banking deposits accurately and timely throughout the business day.

Independently handles complex and escalated customer situations, exercising sound judgment and advanced problem-solving skills to achieve timely and accurate resolution with minimal assistance.

Understands and maintains compliance with Bank policies and procedures and applicable laws and regulations, including BSA, AML, Regulation E, and Regulation CC.

Serves as a knowledgeable resource to Customer Care team members and provides guidance based on advanced knowledge of Pioneer products, services, systems, procedures, and customer service practices.

Performs Concierge duties when necessary.

Performs clerical duties related to Customer Care and other duties as assigned.

Education & Experience:

High school diploma or GED required.

Minimum of 2 years of Retail Banking Branch and/or Customer Service Center experience preferred, or an equivalent combination of relevant experience.

Working knowledge of PCs, smartphone technology including iOS and Android, Windows environment, Microsoft Office Suite, and the ability to effectively utilize banking and customer relationship management systems.

Must be comfortable providing customer service within a video environment.

As an Equal Opportunity / Affirmative Action Employer, Pioneer Bank will not discriminate in its employment practices due to an applicant’s race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, transgender status, age, national origin, marital status, citizenship, physical and mental disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, a disabled, special, recently separated, active duty wartime, campaign badge, Armed Forces service medal veteran, or any other characteristics protected under applicable law.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.