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Job Description TITLE: Customer Care Specialist LOCATION: Headquarters REPORTS TO: Vice President – Customer Care CLASSIFICATION: Full Time, Non Exempt PAY GRADE: NE 20 ($17.00 - $25.89 per hour) AVAILABILITY: Monday 10:30am-7:00pm, Tuesday-Thursday 8:00am-4:30pm, Friday 9:00am-5:30pm, Saturday 8:00am-1:30pm *1 Saturday per month required Position Summary: The Customer Care Specialist is a fast-paced, multi-functional position, responsible for all facets of customer service. The Customer Care Specialist will provide service to customers through the phone, the ITM (an on-screen, video experience), email, chat and transact mobile deposits and processing of mailed transactions. Responsible for processing transactions, providing education on products and services and facilitating guidance for digital needs. Will possess the ability to proactively engage in professional, positive, and productive communication through all customer points of contact into the Customer Care Center. Help enrich our customer’s lives by answering questions, solving problems, and providing solutions to ensure an effortless banking experience for our customers. With a commitment to being a learner and problem solver, this individual will always focus on doing the right thing for our customers. Essential Job Functions: • Provides answers to bank or financial related questions including but not limited to account balances, transaction inquiries, problems or discrepancies related to customer accounts/loans, debit cards, fees, fraudulent activity, technical support for Pioneer technology products and services and more., • Manages large amounts of inbound calls in a timely, professional, and courteous manner supporting bank customers and bank retail locations as after-hours operational support., • Provides resolution to any customer issue on the initial phone call when appropriate and always provides the customer with a World Class Service experience., • Keeps a comprehensive record of all calls and/or interactions in Salesforce, a customer relationship management system., • Navigates multiple computer systems while interacting with customers., • Understands and maintains compliance with Bank policies and procedures and applicable laws and regulations, including BSA, AML, and Reg E., and Reg CC., • Conducts customer transactions received through mail, online banking and ITMs (on-screen, video experience). Performs routine member transactions including deposits, withdrawals, loan payments, transfers, and check cashing, change of addresses, travel notifications, etc., • Process mobile deposit transactions daily, multiple times a day., • Responds to customer emails and/or Pioneer’s online banking Chat feature providing answers to bank or financial related questions including but not limited to account balances, transaction inquiries, problems or discrepancies related to customer accounts/loans, debit cards, fees, fraudulent activity, technical support for Pioneer technology products and services and more., • Identifies customer’s needs to help customers reach their financial goals, clarifies information, researches every issue and provides lasting solutions and/or alternatives., • Performs Concierge job duties when necessary., • Performs clerical duties related to Customer Care as well as other duties as requested. Education & Experience: • A high school diploma or GED required., • Minimum of 6 months of Retail and/or Customer Service experience required., • Working knowledge of PC’s, smart phone technology (IOS and Android), Windows environment, Microsoft Office Suite, and capacity to learn banking and customer relationship management systems., • Must be comfortable with working within a video environment. As an Equal Opportunity / Affirmative Action Employer, Pioneer Bank will not discriminate in its employment practices due to an applicant’s race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, transgender status, age, national origin, marital status, citizenship, physical and mental disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, a disabled, special, recently separated, active duty wartime, campaign badge, Armed Forces service medal veteran, or any other characteristics protected under applicable law. The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

Job Description POSSIBLE HYBRID WORKPLACE OPPORTUNITIY New York State Homes and Community Renewal (HCR) is the State’s affordable housing agency, with a mission to build, preserve, and protect affordable housing and increase homeownership throughout New York State. This position is on HCR's Housing Trust Fund Corporation (HTFC). HTFC is a public benefit corporation, and a Civil Service exam is not required for this position. Candidates must meet the minimum qualifications outlined below to be considered. NYS Homes and Community Renewal (HCR) is committed to fostering a culture of diversity, equity, inclusion, and accessibility. Our work would not be possible without the diverse backgrounds, experiences, ideas, and abilities of our employees. HCR is committed to developing a workforce which represents the diverse population of New York State. HCR embraces a diverse and inclusive work environment by encouraging all individuals, including those with disabilities, to apply to open positions at the agency. New York State Homes and Community Renewal (NYSHCR) consists of all the major housing and community renewal agencies of New York State, which were recently merged and integrated under a single management structure. The Office of Community Renewal (OCR) is one of four program offices within NYSHCR. The OCR’s mission is to administer a combination of State and Federal funding resources to develop or support programs that provide decent housing, a suitable living environment, and expand economic opportunities for low and moderate-income persons. Position Summary This position will support the NYS CDBG Economic Development program administered by OCR. Project Managers in OCR learn and support regulatory requirements and the administrative functions of the program areas while learning to oversee a portfolio of grant projects and provide technical support to applicants and awardees. Duties Under the general direction of the Program Director or Assistant Program Director, a Project Manager will: • Provide support in the administration of Community Development Block Grant (CDBG) program’s housing and public infrastructure grants, • Carry out routine office activities such as answering and routing phone calls, copying, transcription, filing, data entry, handling incoming and outgoing e-mail, and mail, and other tasks as needed., • Draft memos, correspondence, reports, manuals, presentations or other documents as needed., • Provide database record keeping and reporting support., • Understand and articulate program rules and regulations., • Assist in providing and directing technical assistance to program grantees to ensure comprehension of program regulations, requirements, and the application and award processes., • Assist with review of all Program-related applications and reports and assist with other grant administration correspondence., • Assist with review and processing of all program-related payment requests and contracts., • Track and monitor project portfolio through funding, development, and compliance phases., • Attend, participate, conduct presentations and/or assist with preparation for community development meetings, conferences, webinars and workshops., • Represent the Office of Community Renewal in community development meetings, conferences, and interagency working groups. This job description is not intended to be all inclusive and employee will be expected to perform other reasonably related duties as assigned. Minimum Qualifications and Desired Skills: • Bachelor's degree* planning, economic development, public administration, business, or related field plus work experience in a professional office setting. Government, grants or project management experience a plus., • Two (2) years of experience and/or interest in Housing, Economic and Community Development; Affinity toward technology;, • Strong analytical, organizational and problem-solving skills;, • Understanding of how to work effectively in and with diverse communities;, • Demonstrated experience performing administrative duties with speed and accuracy without immediate and constant supervision., • Ability to communicate effectively both orally and in writing with attention to detail and professionalism in all communications., • Knowledge of Internet and ability to research and retrieve information., • Strong analytical, organizational, and problem-solving skills; self-motivated with ability to work under pressure, while prioritizing and managing multiple tasks., • Database management, database navigation experience., • Experience with reporting software such as Crystal Reports, and PDF forms preferred, • Comprehensive experience with Microsoft Office. Specifically: *Substitutions: four years of specialized experience or associate degree and two years of specialized experience may substitute for bachelor’s degree; J.D. or master’s degree may substitute for one year of specialized experience; Ph.D. may substitute for two years of specialized experience. Instructions for Applicants: Applicants must include a cover letter and resume for review. Applicants are also encouraged to provide a writing sample that demonstrates their ability to clearly communicate technical concepts or procedures. Resumes not accompanied by a cover letter will be deemed incomplete and will not be considered. Applicants must describe in a cover letter how the applicant meets the minimum qualifications, and how the work experienced outlined in the accompanying resume relates to the available position. Applicants are also encouraged to use the cover letter as an opportunity to identify specific skills, including knowledge of software or database systems that may be useful for this position. WHAT WE OFFER AT NYS HCR: • Extensive benefits package including paid leave, including excellent health, dental, vision and retirement benefits with the New York State & Local Employees’ Retirement System., • Promotional opportunity for dedicated professionals, • Work life balance benefits including a 37.5 hour work week and paid time off benefits including, vacation, sick, personal days, and Federal Holidays, • Opportunity for compressed scheduling, • 12 weeks of Paid Parental Leave, • Paid Family Leave, • As a New York State employee, you may qualify to participate in the Federal Public Service Loan Forgiveness Program (PSLF). The PSLF Program forgives the remaining balance on your Direct Loans after you have made 120 qualifying monthly payments under an accepted repayment plan and while working full-time for an eligible employer. ABOUT NEW YORK STATE HOMES AND COMMUNITY RENEWAL: Under the leadership of Governor Kathy Hochul and Commissioner RuthAnne Visnauskas, HCR is a vibrant, innovative agency that integrates and leverages New York State’s housing resources. We have offices in New York City, Albany, Buffalo and Syracuse, and employ a diverse workforce of professionals who are hard-working and committed to serving low and moderate income families. Our mission is far reaching, encompassing single and multifamily housing finance, home improvement, rent regulation, housing subsidies, and community development. We partner regularly with a variety of public and private stakeholders. Achieving this mission requires a wide range of skills and backgrounds in public policy, administration, real estate, construction. finance, law, and many other areas of expertise. We seek to provide a workplace environment that is productive, flexible, accountable, ethical, and caring. Our employees are empowered to make a difference where they live and work. We offer competitive pay and a comprehensive benefits package, including paid leave, health, dental, vision, retirement, and family-friendly policies. New York State is an Equal Opportunity Employer (EOE)