Provident Bank

Title: Customer Support Specialist - Hybrid (Full-time) Location: Iselin, NJ, US Workplace: Full-Time Department: Contact Center Job Description: How would you like to join one of the most highly regarded financial institutions in New Jersey with deep roots in the community? Provident is a successful and highly regarded multi-billion-dollar bank that continues to grow with branches in New Jersey, Eastern Pennsylvania and New York. Our longevity is a testament to our commitment to placing our employees, customers, and the communities we serve at the center of all we do. At Provident Bank, we are committed to enhancing our customer and employees’ experience. POSITION OVERVIEW: The Customer Support Specialist is responsible to take inbound calls from bank customers and ensure an exceptional customer experience during each call. This role is responsible for engaging clients to interpret needs, troubleshoot and provide solutions to inquiries. Also, this role is responsible for staying abreast of any new and/or changes to existing bank and department policies and procedures, products, services and marketing trends to ensure customer satisfaction All Provident Bank employees are expected to adhere to the Bank’s Code of Ethics, Core Values, and Mission Statement. Works under general supervision. Our contact center operates Monday through Friday from 8:00 AM to 7:00 PM, and Saturdays from 9:00 AM to 2:00 PM. Team members are scheduled to work within these hours, and it’s important that candidates are fully available during this time frame. KEY RESPONSIBILITIES: - Independently responds to customer inquiries regarding the Bank's ATM and debit card services, reviewing transactions, identifying merchants, resetting pins and passwords, and other banking related services. - Receive inbound calls from clients/ business partners and assist them with banking needs, while providing clear and accurate information about bank products and services - Ask provoking questions to uncover client needs, recommend services and products, directs calls to the appropriate staff for assistance as needed while - Creates and mail customer correspondence regarding account information and account holder documentation. Research account transactions to determine source of the transaction to produce copies of paid and deposited checks and statements upon request - Meets or exceeds individual service including but not limited to 24-hour follow-up, adherence to schedule, call monitoring scores and unavailable time. - Properly identify customers using verification process, implement enhanced security verification measures as the situation warrants to minimize risk and fraud to the bank. MINIMUM QUALIFICATIONS: - High school diploma or GED - 0-2 years related experience and/or training or equivalent combination of education and experience - Proficient Critical thinking skills, ability to problem solve, make sounds decisions to produce thorough and accurate work. - Adaptive, Flexible, Resourceful and the ability to cope with the fast-changing environment. - Intermediate proficiency in Microsoft Office suite and alphanumeric data entry - Ability to communicate clear, concise information to customers/co-workers and identify the best method to communicate information for each situation. - Ability to function both as a team member and works well independently. - Ability to work a flexible schedule according to the hours of operation of the contact center. PREFERRED QUALIFICATIONS: - Prior banking experience - Prior call center experience $16.46 - $20.56 Please note, the base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, education, geographic location, internal equity, and other applicable business and organizational needs. This role is incentive eligible based upon company, business, and/or individual goal achievement and performance. Team members accrue paid time-off (PTO), receive Holiday (PTO) and are eligible to participate in the bank’s Health and Wellness benefits including Medical, Dental and Vision Plans, Flexible and Health Savings Accounts, and a 401(k) Retirement Plan. In addition, the company provides Disability Insurance, an Employee Assistance Program, and Basic Life Insurance. Company sponsored Tuition Disbursement and Loan Repayment programs are also available. Voluntary benefits include Supplemental Life Insurance, Accident, Critical Illness, Hospital Indemnity and Legal plans.

• Responsible for the design, development, testing, and implementation of the new generation of data movement solutions for the Bank using state of the art technologies to optimize effectiveness of Provident Bank’s data warehouse. • Design, develop, test, and implement ETL/ELT data movement jobs based on business requirements to feed data into Provident’s data warehouse and the various downstream bank applications. • Provide technical guidance on data movement related issues and ensure optimal design for all aspects of the data warehouse. • Perform data analysis and sourcing to target mappings and verify accuracy of data within the Bank’s data warehouse. • Identify, design and implement process improvements (i.e. automate manual processes and optimize data delivery) to optimize the quality of data for the firm’s business intelligence team. • Implement, maintain, and extend best practices and assets in line with the market standards and guidelines to best ensure reliability of the Bank’s data.

Role Description Responsible for the design, development, testing, and implementation of the new generation of data movement solutions for the Bank using state of the art technologies to optimize effectiveness of Provident Bank’s data warehouse. - Design, develop, test, and implement ETL/ELT data movement jobs based on business requirements to feed data into Provident’s data warehouse and various downstream bank applications. - Provide technical guidance on data movement related issues and ensure optimal design for all aspects of the data warehouse. - Perform data analysis and sourcing to target mappings and verify accuracy of data within the Bank’s data warehouse. - Identify, design and implement process improvements to optimize the quality of data for the firm’s business intelligence team. - Implement, maintain, and extend best practices and assets in line with market standards and guidelines to ensure reliability of the Bank’s data. - Telecommuting/remote work permitted from any location within the US. - Up to 5% domestic travel required to attend meetings at company headquarters in Iselin, NJ. Qualifications - This position requires a Master’s degree in Applied Computer Science, Engineering/Industrial Management, Finance or related field of study plus five (5) years of experience in the job offered or five (5) years of experience as a Lead Data Engineer, Technical Engineer III, Principal Software Engineer, Programmer Analyst, or related occupation. - Alternatively, a Bachelor’s degree in Applied Computer Science, Engineering/Industrial Management, Finance or related field of study plus seven (7) years of experience in the job offered or seven (7) years of experience as a Lead Data Engineer, Technical Engineer III, Principal Software Engineer, Programmer Analyst, or related occupation. Requirements - 5 years of experience in the banking or financial technology services industry, working on data warehousing, data transformation, and data integration development. - 5 years of experience in the following: - Enterprise Data Transformation and Automation Development platforms including at least one of the following: SAP Data Services, Informatica (Power Center or IDMC or BDM), or SSIS (SQL Server Integration services). - Metadata repository working with and deploying data model designs. - Customer 360 data warehousing model. - SQL Server and Oracle. - Data Warehousing, including deploying Slowly Changing Dimensions Type 1 and 2. - Building fully automated ETL Pipelines with reconciliation, auditing, notification, scheduling, and recovery (rerun). - Scripting languages that interact with SQL Server, and Windows Server file systems for building backup routines, file archives, or other operational automations such as Powershell. - Building internal and external customer relationships with internal IT teams and external vendors. - Working with a Data Architecture team implementing enterprise Data Modeling designs into a Data Warehouse and target file repositories. - Developing effective standard operating procedures using both industry and team developed best practices. - Supporting production data pipeline processes and determining root cause of failures. - Collaborating with cross-functional teams and explaining complex data warehousing and related concepts to non-technical stakeholders. - Telecommuting/remote work permitted from any location within the US. - Up to 5% domestic travel required to attend meetings at company headquarters in Iselin, NJ. Benefits - Salary: $151,913 - $184,600 per year. - Base pay may vary based on skills and experience, job-related knowledge, education, geographic location, internal equity, and other applicable business and organizational needs. - Incentive eligible based on company, business, and/or individual goal achievement and performance. - Team members accrue paid time-off (PTO) and receive Holiday (PTO). - Eligible to participate in the bank’s Health and Wellness benefits including Medical, Dental and Vision Plans, Flexible and Health Savings Accounts, and a 401(k) Retirement Plan. - Disability Insurance, Employee Assistance Program, and Basic Life Insurance provided. - Company sponsored Tuition Disbursement and Loan Repayment programs available. - Voluntary benefits include Supplemental Life Insurance, Accident, Critical Illness, Hospital Indemnity and Legal plans.