Banking Call Center Specialist — Elevate Customer Care

Rockland Trust; Marshall Corner (MA); On-site; USD 42,000 - 50,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

401K Plan

Tuition Assistance

Life Insurance

Job summary

Rockland Trust is seeking a Call Center Representative for in-office roles across multiple MA offices (Brockton, Franklin, Lowell, Plymouth). The position handles moving customer inquiries about loans, checking accounts, and online banking, delivering superb service with a focus on resolving needs efficiently.

The role requires strong communication skills, basic banking knowledge, and the ability to work with multiple systems.

Qualifications

• Good communication, problem-solving, and organizational/time management skills required.
• Proficient computer skills and ability to navigate multiple systems.

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 escalate complex matters as needed.
• Accurately document interactions and follow call scripts, quality standards, and company policies.
• 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.

Skills

Communication

Problem-solving

Time management

Computer skills

Education

High School diploma or equivalent

Bachelor's degree preferred

Tools

Microsoft Office

Job description

Rockland Trust is seeking a Call Center Representative for in-office roles across multiple MA offices (Brockton, Franklin, Lowell, Plymouth). The position handles moving customer inquiries about loans, checking accounts, and online banking, delivering superb service with a focus on resolving needs efficiently.

The role requires strong communication skills, basic banking knowledge, and the ability to work with multiple systems.