A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
No Why Join Us? At Trustco Bank, we're committed to fostering a supportive and inclusive workplace where our employees can grow their careers. We believe that our people are our greatest asset and consider our employees as family. We value each team member's contribution and offer a supportive, collaborative work environment. Join Trustco Bank and be part of a team committed to excellence in mortgage lending. Apply today to help families realize their homeownership dreams with professionalism, integrity, and the highest standards of service! We believe that investing in our employees means investing in the future of our company. As a valued team member, you will be eligible for a generous compensation and benefits package that includes: medical, dental and vision insurance, a health savings account with an annual employer contribution, a 401(k)-retirement plan with generous employer match, paid time off plus 11 paid federal holidays, training and professional development programs, tuition reimbursement, reduced fees and rates on certain loan products, and much more! About the Customer Service Trainer Role The Full-Time Customer Service Trainer handles inbound calls regarding account inquiries, troubleshooting, digital banking support, and general product questions. This role ensures customers receive accurate, friendly, and efficient service. Provides guidance and training for all applications and procedural departmental processes.
Key Responsibilities Customer Support:
Handle high-volume inbound calls. Identify customer needs and provide solutions. Guide customers through digital banking tools. Supports Customer Service Agents to ensure efficient handling for all customers
Operational Tasks:
Verify and process account inquiries. Process e-tickets including PIN/password resets. Identify cross-sell opportunities. Provide extended increase knowledge, skill and development of Customer Service Coordinator Update the Customer Service team with new changes and assist with training when necessary Feedback with Supervisor and Manager regularly to optimize training potentials Record and file all completed training for follow-ups and accountability This job description is not exhaustive; duties and responsibilities may change at any time with or without notice. Qualifications Required High School Diploma or equivalent. Customer service experience. Strong communication skills and active listening skills. Preferred Call center experience.
Schedule Full-time:
Mon-Fri 8am-8pm; Sat 8am-5pm;
Sun Closed Physical Demands:
Primarily sedentary; includes use of standard office equipment.
Equal Employment Opportunity Statement:
Trustco Bank is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, marital status, genetic information, disability, or protected veteran status. This includes, but is not limited to, the following: Hiring, placement, upgrading, transfer, demotion or promotion Recruitment, advertising or solicitation for employment Treatment during employment Rates of pay or other forms of compensation Selection for training, including apprenticeship Layoff or termination It is the policy of Trustco Bank to cooperate to the fullest extent with the applicable regulations of the Civil Rights Act and any legislation on Equal Employment Opportunity.
