Call Center Representative - Franklin

Rockland Trust Company; Franklin, Northern (MA, KY); Hybrid; USD 28,000 - 33,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

401K & DC Plan

Day Care Reimbursement

Tuition Assistance

Wellness program

Job summary

Rockland Trust Company in Franklin, MA is seeking a Call Center Representative. This in-office role handles incoming and outgoing calls across banking services, with training support and opportunities to assist customers and colleagues.

You will engage customers, document interactions, and follow established policies while working toward performance metrics and service excellence.

Qualifications

• High School diploma required; college degree preferred.
• Basic banking/finance knowledge helps.
• Strong communication, problem-solving and time management.
• Proficient with Microsoft Office and using several systems.

Responsibilities

• Handle high volumes of inbound and outbound calls professionally.
• Listen to customer needs and provide clear information and solutions.
• Process transactions accurately and confirm details with callers.
• Resolve basic issues on first call; escalate more complex matters.
• Document interactions and follow scripts and policies.
• Identify opportunities to grow customer relationships via referrals.
• Complete training and assist in process improvements.

Skills

Communication

Problem solving

Organization/time management

Computer skills

Microsoft Office

Multi-system navigation

Education

High School diploma

4-year college degree or equivalent

Job description

At Rockland Trust, we believe that each relationship matters – and that starts with our Call Center Representatives. We take pride in the care and excellent service provided by our call center staff. We handle it all – from loans to checking accounts, online banking, and more – you will engage customers in all areas of banking, as well as identify any financial needs they may have.

Location: This is an in-office role.Flexible among our offices in Brockton, Franklin, Lowell, and Plymouth.

Pay: $20–$24 per hour

As a Call Center Representative, you will have many opportunities to provide exemplary service to our customers and colleagues, as well as support our communities through outreach and volunteer work. We have a fantastic training program that will prepare and support you throughout your career with ongoing classes. Service incoming customer calls following established policies and procedures in an efficient and quality manner.

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 escalte complex matters as needed.
• Accurately document interactions and follow call scripts, quality standards, and company policies.
• Use available resources and communication skills to prevent escalations.
• 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.
• Perform other duties as assigned by CIC management.

QUALIFICATIONS

• High School diploma required (4-year college degree or equivalent work experience preferred)
• Basic understanding of banking or finance
• Good communication, problem-solving, and organizational/time management skills required
• Proficient computer skills, use of Microsoft Office, and ability to navigate multiple systems without assistance

Our goal is to offer our colleagues the most generous benefits package possible. We strive to provide colleagues with a comprehensive benefits package and an environment that supports a healthy work-life balance. Benefits include: Competitive compensation with performance incentive awards, Health Insurance, Dental Insurance, a 401K and DC Plan for your retirement, LTD & Life Insurance, Day Care Reimbursement, Tuition Assistance for graduate and undergraduate programs, an award-winning Wellness program, and much more!

At Rockland Trust you'll find a respectful and inclusive environment where everyone is given the chance to succeed. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Info

• Job Identification 2258
• Job Category Retail Other
• Locations 44 Main Street , Franklin, MA, 02038, US