Call Center Representative

Beacon Bank; Pittsfield (MA); On-site; USD 28,000 - 40,000; Full time

Job summary

Beacon Bank & Trust is seeking a Call Center Associate to provide superior customer service by handling inbound calls, resolving inquiries, and promoting bank products. The role supports internal and external customers, with duties including PIN resets, Online Banking setup, and cross-selling opportunities.

Based in Worcester or Pittsfield, MA, the position requires at least 1 year of banking experience and a High School diploma.

Qualifications

• High School diploma is required.
• Minimum 1 year banking experience.
• Experience working remotely or in a flexible environment.

Responsibilities

• Handle incoming calls from internal and external customers with cOurteous, accurate service.
• Provide information on deposits, loans, and products; assist with Online Banking and ATM/Debit issues.
• Process account documents to ensure compliance with bank policy and KYC requirements.
• Stay updated on bank products, regulations, and policies for omni-channel support.
• Coach and mentor new team members as needed and support sales campaigns.

Skills

MS Office

Problem solving

Excellent customer service

Team environment

Multi-tasking

Education

High School diploma

Tools

MS Word

MS Excel

Internet

Job description

Division

Beacon Bank & Trust

Department

Call Center

Reports to

Customer Support Manager

Status

Non-Exempt

Grade

6

Pay Range

$20.00 - $28.90

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

Worcester MA or Pittsfield, MA

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.
• 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.
• Processes all applicable customer account documentation to ensure compliance with Bank policy.
• 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.
• Provides back up Sr. Customer Support Specialist to help coach and mentor new team members as needed.
• 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.

Education

• High School diploma

Experience

• Minimum 1 year banking experience
• Experience working remotely or in a flexible environment.

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].