Contact Center Agent I

Greenfield Savings Bank; Greenfield (MA); On-site; USD 40,000 - 50,000; Full time

Job summary

Greenfield Savings Bank is looking for a CC Agent in Greenfield, Massachusetts, to ensure smooth Contact Center operations by providing exceptional customer service across various platforms.

The ideal candidate will have 1+ years of experience in banking or financial services, strong communication skills, and a high school diploma, with the possibility of further education being desirable. This role involves processing transactions and meeting service goals.

Qualifications

• 1+ years of banking or financial services experience or customer service.
• Great interpersonal and communication skills, both written and oral.
• Ability to perform simple math such as interest calculations.

Responsibilities

• Provide unparalleled customer service through various communication methods.
• Process transactions such as deposits, withdrawals, or payments.
• Meet individual Key Performance Indicators (KPIs) service goals.

Skills

Customer service excellence

Interpersonal skills

Communication skills

Basic math skills

Education

High School Diploma or equivalent

B.S. or Associate’s in Business or related field

Job description

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.