Contact Center Specialist

Description

Pathfinder Bank is seeking a Contact Center Specialist to provide customer service and operational support within a community banking and financial services environment. This role supports customer inquiries, account servicing, electronic banking assistance, transaction processing, and back-office operations, ensuring customers receive accurate, timely, and professional assistance with their banking needs.

Join a team that values your expertise and your community. At Pathfinder Bank, you are more than an employee. You are a valued member of a team that takes pride in helping local businesses and communities grow. When you join us, you become part of a people-first culture built on respect, development, and service.

We offer:

• Competitive compensation and benefits, including health coverage, 401(k) with company match, and paid time off
• Opportunities for career growth and internal mobility within a community bank
• A supportive team environment focused on employee development and engagement
• A community-focused culture with opportunities to give back locally

Position Summary

Provides customer service and back-office operational support by responding to customer inquiries through a multi-line telephone system and assisting with a variety of banking needs. Serves as a point of contact for account questions, fees, loan information, debit card services, online banking assistance, and basic banking transactions.

This role also supports daily operational functions, including processing bank checks and money orders, managing incoming communications, maintaining records, and assisting with departmental responsibilities. Ensures accurate and efficient service while maintaining professionalism, confidentiality, and adherence to Bank policies and procedures.

Essential Functions

• Answer incoming calls through a multi-line telephone system and provide professional, timely customer assistance
• Respond to customer inquiries regarding account information, balances, fees, and general banking services
• Assist customers with basic loan inquiries, including loan balances, payoff information, and other servicing questions
• Assist customers with debit card needs, including releasing transaction limits and removing card blocks as appropriate
• Provide online banking support, including password resets, enrollment assistance, and general troubleshooting
• Monitor the general delivery mailbox and forward messages to the appropriate departments or personnel
• Process basic banking transactions, including account transfers and loan payments, accurately and efficiently
• Process bank checks and money orders, including sorting, balancing, and recording items received from branches and departments
• Enter required information into the Text Port system and maintain associated logs and documentation in accordance with Bank procedures
• Prepare and mail monthly Young Investor birthday cards
• Provide backup support for other departmental functions as needed
• Maintain confidentiality of customer information and adhere to Bank policies, procedures, internal controls, and applicable regulatory requirements
• Collaborate with team members and other departments to resolve customer inquiries and support efficient daily operations

Requirements

•  High school diploma or equivalent
• Intermediate computer skills and ability to learn banking systems and technology
• Excellent customer service skills
• Strong written and verbal communication skills
• Ability to manage multiple priorities and handle a high volume of customer inquiries
• Strong organizational skills and attention to detail
• Ability to accurately process transactions and maintain records
• Ability to identify customer needs and provide appropriate assistance or referrals
• Professional telephone communication and problem-solving skills
• Ability to work independently and collaboratively as part of a team
• Ability to maintain confidentiality and follow established Bank policies and procedures

Preferred Qualifications

• Previous banking or financial services experience
• Experience in a contact center, customer service, or banking operations environment
• Knowledge of banking products, services, systems, and applicable regulations
• Experience assisting customers with online banking, debit cards, or account servicing
• Familiarity with banking transaction processing and back-office operations