Call Center Representative

Beacon Bank; Medford (MA); Hybrid; USD 41,600 - 60,112; Full time

Job summary

Beacon Bank in Medford, MA is seeking a Call Center Associate to handle inbound customer calls, provide accurate information on accounts, deposits, loans, and online services, and assist customers with issue resolution.

You will educate customers, promote products, and cross-sell when appropriate while maintaining compliance and delivering excellent service. This is a hybrid role based in Medford with strong communication and problem-solving requirements.

Qualifications

• High School diploma required.
• Minimum 1 year banking experience.
• Proficient with MS Office and Internet.

Responsibilities

• Respond to incoming calls from customers; answer inquiries about accounts, deposits, loans, Online Banking, and ATM/Debit Cards.
• Research and resolve customer issues; escalate when needed; provide follow-up until resolution is complete.
• Identify customer needs and cross-sell or refer to appropriate business lines to deepen relationships.
• Process account documentation to ensure policy compliance.
• Stay informed about banking products, laws, and procedures to support omnichannel service.
• Coach/mentor new team members as needed and assist with team initiatives.

Skills

MS Office

Problem solving

Customer service

Teamwork

Multi-tasking

Education

High School diploma

Tools

MS Office

Job description

Division: Retail Banking

Department: Call Center

Reports to: Call Center Manager

Status: Non-Exempt

Grade: 6

Pay Range: $20.00 - $28.90

Salary range updated 2/26/2026. Actual compensation within the pay range will be determined based on factors including, but not limited to, skills, prior relevant experience, and specific work location.

Location: Hybrid - Medford, MA - 60 High St

Purpose/Objective

Provides superior customer service and demonstrates desire to help responding to calls from both internal and external customers. Serves as the customer service telephone liaison for Berkshire Bank. Responds to inquiries, performs research to resolve issues, educates customers, and promotes Berkshire Bank's products and services. Identifies and offers new opportunities and solutions to meet customer’s needs.

Key Accountabilities

• Responds to incoming calls from both internal and external customers. Ensures excellent customer service by responding to general account inquiries, deposit and loan rate requests, information about products and services, Online Banking and ATM/Debit Card issues. Performs PIN resets, Online Banking and e-Statement set up and check order requests. Compiles information from customer and files EFT complaints for reports of unauthorized electronic activity on accounts. Follows through with all customer issues and provides ongoing assistance as needed. Identifies customer needs and offers new opportunities to customers by cross selling or referring to appropriate business line to deepen customer relationships. Supports and participates in bank initiatives and sales campaigns. 45%
• Researches and resolves customer issues; manages difficult situations. Follows up on all resolutions to ensure customer satisfaction. Identifies and escalates difficult customer situations to the appropriate party. Prepares customer correspondence as needed. 20%
• Processes all applicable customer account documentation to ensure compliance with Bank policy. 10%
• Stays abreast of products and service offered, applicable laws and regulations, and policies and procedures. Continually advances level of knowledge to ensure the development of a full-service, omni-channel contact center which may include account opening, loan applications, loan payments, live chat, and various other customer service requests. 10%
• Provides back up Sr. Customer Support Specialist to help coach and mentor new team members as needed. 5%
• Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one’s duties. 10%

Education

• High School diploma

Experience

• Minimum 1 year banking experience

Skills & Knowledge

• Proficient with MS Office products (Word & Excel) and the Internet
• Problem solving ability
• Excellent customer service skills
• Ability to work in team environment
• Ability to multi-task

Beacon Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or would like to request alternative methods of applying, please contact us at [e-mail].