Contact Center Specialist at Pathfinder Bank – Oswego, New York

Join a team that values your expertise and your community. At Pathfinder Bank, you're not just an employee. You're 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 generous paid time off
• A commitment to career growth and internal mobility
• A community-focused culture with paid volunteer opportunities
• A supportive team that truly values your contributions

Summary/Objectives

The Contact Center Specialist provides back-office support and serves as the first point of contact for customers through a multi-line phone system. This position assists customers with account inquiries, online banking support, and basic transactional needs while ensuring accuracy, professionalism, and adherence to Bank policies and procedures.

Essential Functions

1. Answer incoming telephone calls in a professional and timely manner.
2. Respond to customer account inquiries and explain fees as needed.
3. Assist customers with front-line loan questions, including balance and payoff information.
4. Release debit card limits and perform account unblocks as needed.
5. Support customers with online banking needs, including password resets and enrollment.
6. Monitor the general delivery mailbox and forward messages as appropriate.
7. Perform basic transactions, including transfers and payments.
8. Process checks and money orders, including sorting and balancing items received from branches and departments, inputting transactions into the Text Port system, maintaining log sheets, and retaining required documentation.

Competencies

• Customer Service Expertise
• Business Fundamentals
• Computer Skills
• Professionalism
• Working with Tools and Technology

Supervisory Responsibility

None

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, printers, and filing cabinets.

• High school diploma or equivalent
• Intermediate computer proficiency
• Excellent customer service skills
• Ability to work collaboratively as part of a team
• Ability to multitask and prioritize workload
• Strong written and verbal communication skills

Preferred Qualifications

• Previous banking experience
• Knowledge of Bank computer programs, regulations, and products