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Customer Service Coordinator
Reports to: Customer Service Supervisor
FLSA Status: Non-Exempt | Supervisory Role: NoÂ
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About the Customer Service Coordinator Role
As the heart of our customer experience, you will be the first point of contact for our valued users. In this role, you will help customers navigate their accounts, troubleshoot technical issues, master our digital banking platforms, and find answers to their everyday banking questions.
What You’ll Do
- Promptly assist customer needs by responding to inbound calls and providing service information.
- Walking customers through navigating Trustco’s online banking platform.
- Process any account inquiries and recommend our customers applicable bank services offered by our company.
- Facilitate and handle all PIN/password reset tickets
- Stop Payments and ACH disputesÂ
- Assisting with Zelle transaction release and account suspensions
- Conduct debt card research, transactional inquiries and activation
- Assist internal department with customer’s research, verifications and follow-ups
This job description is not exhaustive; duties and responsibilities may change at any time with or without notice.
Qualifications
Education & Experience
- High School Diploma or equivalent
- Proven prior customer service experience and/or call center experience
Required Skills
- Strong verbal and written communication skills.
- Strong listening skills and attention to detail.
- Strong organizational skills with the ability to manage multiple priorities under tight deadlines.
- Ability to work independently and collaboratively within a team.
Additional Abilities
- Fluent in English; bilingual a plus
- Access to reliable transportationÂ
Schedule & Benefits
Full-time position with hours aligned to department operations:Â
- Mon-Fri: 8:00 AM – 8:00 PM
- Sat: 8:00 AM – 5:00 PM
- Sun:Â Closed
- Flexibility for evenings and weekends as needed.
Trustco offers generous compensation and benefits package for its employees that includes:
- Comprehensive medical, dental, and vision insurance coverage
- Competitive PTO plus 11 paid federal holidays
- 401K plans with employer match
- Tuition Assistance Program
- Reduces fees and rates on exclusive loan products
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. If you are ready to play a critical role in providing our customers exceptional customer service, apply today to join our customer service team.
Ready to lead with confidence and make a meaningful impact? Apply now and become part of our dedicated banking family!
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.
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