Banking Call Center Agent – Growth & Training

Rockland Trust; Plymouth (MA); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

401K Plan

Job summary

Rockland Trust is seeking a Call Center Representative to deliver outstanding service across loans, checking, online banking, and more, while identifying customers' financial needs with care and accuracy. This in-office role is flexible among Brockton, Franklin, Lowell, and Plymouth, with a robust training program and a competitive pay of $20–$26 per hour.

You will handle high-volume calls, document interactions, and support community outreach with a patient tone.

Qualifications

• High School diploma required; 4-year college degree or equivalent work experience preferred.
• Good communication, problem-solving, and organizational/time management skills required.
• Prior customer service experience preferred; prior sales experience a plus.
• Proficient computer skills, use of Microsoft Office, and ability to navigate multiple systems without assistance.

Responsibilities

• Handle a high volume of inbound and outbound customer calls professionally and courteously.
• Listen to customer needs and provide clear, accurate information and solutions.
• Process transactions correctly and confirm details with callers to ensure mutual understanding.
• Resolve basic issues on the first call and exit complex matters as needed.
• Accurately document interactions and follow call scripts, quality standards, and company policies.
• Use available resources and communication skills to prevent escalations.
• Identify opportunities to grow customer relationships through referrals.
• Complete all training requirements on time and suggest process improvements to CIC management.
• Serve as a peer coach for new hires when qualified.
• Report system issues promptly and maintain performance metrics (call quality, attendance, productivity).
• Maintain a positive and patient attitude in all situations.
• Perform other duties as assigned by CIC management.

Skills

Communication skills

Problem-solving

Organizational/time management

Proficient computer skills

Education

High School diploma or equivalent

Tools

Microsoft Office

Multiple banking systems

Job description

Rockland Trust is seeking a Call Center Representative to deliver outstanding service across loans, checking, online banking, and more, while identifying customers' financial needs with care and accuracy. This in-office role is flexible among Brockton, Franklin, Lowell, and Plymouth, with a robust training program and a competitive pay of $20–$26 per hour.

You will handle high-volume calls, document interactions, and support community outreach with a patient tone.