Banking Call Center Specialist - Service & Growth

Rockland Trust; Plymouth Mobile Estates (MA); On-site; USD 28,000 - 36,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

401K

Life Insurance

Tuition Assistance

Wellness program

Day Care Reimbursement

Job summary

Rockland Trust is seeking a Call Center Representative for an in-office role across multiple Massachusetts offices, including Plymouth. You will handle high volumes of customer calls, provide accurate information, and process transactions while meeting quality standards.

The position emphasizes helping customers with banking needs, completing training, and supporting community outreach. Benefits and a supportive environment are highlighted throughout the posting.

Qualifications

• High School diploma required; college degree or equivalent work experience preferred.
• Basic understanding of banking or finance.
• Good communication, problem-solving, and organizational/time management skills required.
• Prior customer service experience preferred; prior sales experience a plus.
• Proficient computer skills 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 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

Customer service

Communication

Problem solving

Time management

Organizational skills

Education

High School diploma

4-year college degree or equivalent

Tools

Microsoft Office

Job description

Rockland Trust is seeking a Call Center Representative for an in-office role across multiple Massachusetts offices, including Plymouth. You will handle high volumes of customer calls, provide accurate information, and process transactions while meeting quality standards.

The position emphasizes helping customers with banking needs, completing training, and supporting community outreach. Benefits and a supportive environment are highlighted throughout the posting.