Contact Center Agent I

Greenfield Savings Bank; Greenfield (MA); Hybrid; USD 38,000 - 51,000; Full time

Job summary

Greenfield Savings Bank is seeking a Contact Center Agent I to join the Turner Falls office. You will handle customer inquiries and transactions with a focus on accuracy and service quality across phone, chat, and ITM channels.

You will process deposits, withdrawals, payments and wire transfers while meeting KPI targets. A friendly demeanor and clear communication help you advise customers on suitable banking solutions and uphold our commitment to exceptional service.

Qualifications

• 1+ years of banking or financial services experience or customer service.
• Strong interpersonal and communication skills.
• Ability to perform basic math (interest calculations, percentages, multiplication, division).
• High School Diploma or equivalent; Bachelor’s/Associate’s in Business or related field desired.

Responsibilities

• Provide exceptional customer service via phone, chat, ITM, and other channels.
• Process transactions such as deposits, withdrawals, payments, wires, fraud, and debit cards.
• Explain products and services to meet customers' financial needs.
• Meet individual KPI service goals.

Skills

Interpersonal skills

Communication skills

Mathematical ability

Customer service experience

Education

High School Diploma or equivalent

Bachelor’s degree in Business or related field desired

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Contact Center Agent I

Regular Full-Time Office & Clerical Wo Turners Falls, MA, US

30+ days ago Requisition ID: 1700

Salary Range: $18.50 To $24.32 Annually

General Statement of Duties:

The CC Agent will perform platform duties as required to ensure smooth Contact Center operations. The CC Agent is expected to provide an unparalleled experience for the customer in whichever manner they choose to communicate with the bank.

• Required to provide unparalleled customer service during each interaction through a high level of professionalism on phones, through chat, social media, or Interactive Teller Machine (ITM).
• Contributes to building a positive team environment.
• Responsible for compliance and understanding of the Bank's policies, procedures, and legal guidelines, both new and existing.
• Assumes responsibility for self-improvement through training courses (internal and external) as well as personal curiosity and inquisitiveness
• Process transactions as requested by customers such as deposits, withdrawals, or payments.
• Process all routine customer requests including but not limited to wires, fraud, debit cards, research.
• Will be responsible for meeting individual Key Performance Indicators (KPI's) service goals.
• Advises customers on how our products and services can meet their financial needs.
• Additional responsibility, as needed by office, will be assigned by manager

Desired Experience & Skills

• Internal candidates: Must have a "Meets Expectations" on previous performance review if applicable and be in good standing.
• 1+ years of banking or financial services experience or customer service
• Great interpersonal and communication (written and oral) skills
• Ability to perform simple math such as interest calculations, percentages, multiplication, and division.
• High School Diploma or equivalent. B.S. or Associate's in Business or related field desired

Greenfield Savings Bank is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity and/or expression, national origin, disability status, protected veteran status, age, marital status, or any other protected class.

Pay is based on related experience, expertise, market data, and internal equity; generally, new hires can expect pay between the minimum and midpoint of the range.