Call Center Representative - Medford, MA

Berkshire Bank; West Medford (MA); Presencial; USD 28.000 - 40.000; Tempo integral

Resumo da vaga

Beacon Bank & Trust is seeking a Call Center Customer Support Specialist to join the team in MA/RI/NY. This non-exempt role requires handling customer inquiries, resolving issues, and guiding clients through banking products and services.

Strong communication and a customer-first mindset are essential. The position emphasizes teamwork, multi-tasking, and eligibility for remote work in a flexible environment.

Qualificações

• High School diploma and at least 1 year of banking experience.
• Experience working remotely or in a flexible environment.
• Proficient with MS Office and strong customer service skills.

Responsabilidades

• Respond to inbound calls from customers and provide excellent service.
• Assist with deposits, loan rate requests, product information and online banking issues.
• Process PIN resets, online banking setup, e-statements and check orders.
• Identify customer needs and cross-sell or refer to the appropriate bank line.
• Stay informed on bank policies and comply with regulations.
• Provide backup coaching to new team members as needed.

Conhecimentos

Excellent customer service skills

MS Office proficiency

Bilingual English/Spanish

Team player

Multi-tasking

Formação

High School diploma

Ferramentas

MS Office

Descrição da vaga

Division

Beacon Bank & Trust

Department

Call Center

Reports to

Customer Support Manager

Status

Non-Exempt

Grade

6

Pay Range

$20.00 - $28.90

Location

MA - Pittsfield, Worcester, or Medford; RI - Lincoln; NY - Yorktown Heights

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
• Experience working remotely or in a flexible environment.

Skills & Knowledge

• Proficient with MS Office products (Word & Excel) and the Internet
• Excellent customer service skills
• Bilingual Language & Communication Skills Preferred - English/Spanish
• 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].