Call Center Representative

Berkshire Bank; Medford (MA); Hybrid; USD 35,000 - 50,000; Full time

Job summary

Berkshire Bank is seeking a Customer Support Specialist for their Call Center located in a hybrid environment at 60 High St, Medford, MA. This position entails delivering exceptional customer service by addressing inquiries, resolving issues, and promoting various bank products.

The ideal candidate should have at least 1 year of related experience, a high school diploma, and proficiency in Microsoft Office. Strong problem solving and customer service skills are crucial for this role.

Qualifications

• Minimum 1 year banking or related experience.
• Proficient in Internet usage.

Responsibilities

• Handle general account inquiries, deposits, and loans.
• Manage difficult situations and follow resolutions.
• Ensure compliance with bank policy for all documentation.
• Stay up to date with products and services.
• Coach and mentor new team members as needed.
• Adhere to banking laws and internal policies.

Skills

Problem solving skills

Excellent customer service skills

Teamwork

Multi-tasking

Education

High School diploma

Tools

Microsoft Office (Word & Excel)

Job description

We are looking for a Customer Support Specialist for Berkshire Bank's Call Center. This role provides superior customer service by handling inquiries, resolving issues, and promoting bank products. The position is located in a hybrid setting at 60 High St, Medford, MA.

Key Responsibilities

• Respond to incoming calls: Handle general account inquiries, deposits, loans, product information, and technical issues such as PIN resets, Online Banking setup, and ATM/Debit Card issues. Filter and file EFT complaints for unauthorized electronic activity. Follow up on all customer issues to ensure satisfaction. Identify and cross‑sell opportunities to deepen relationships. (45%)
• Research and resolve issues: Manage difficult situations, follow resolutions, and identify escalations to appropriate parties. Prepare customer correspondence as needed. (20%)
• Process customer documentation: Ensure compliance with bank policy for all applicable documentation. (10%)
• Maintain knowledge: Stay up to date with products, services, laws, regulations, and policies to support a full‑service omni‑channel contact center. (10%)
• Provide backup support: Coach and mentor new team members as needed. (5%)
• Ensure compliance: Adhere to banking laws and internal policies to reduce risk and uphold ethical standards. (10%)

Required Qualifications

• High School diploma.
• Minimum 1 year banking or related experience.
• Proficient in Microsoft Office (Word & Excel) and Internet usage.
• Problem solving skills.
• Excellent customer service skills.
• Teamwork and 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.