Contact Center Representative

Northfield Savings Bank VT; Berlin (VT); On-site; USD 28,000 - 31,000; Full time

Benefits offered by this job

Ongoing training and development

Mentorship and coaching

Career advancement pathways within the

Continuing education support

Job summary

Northfield Savings Bank VT is seeking a Contact Center Representative to serve customers via phone, email, and digital channels. You will help customers navigate online banking, answer questions, resolve issues, and connect them with suitable banking products and services.

This role emphasizes exceptional customer experiences, confidentiality, and cross-functional collaboration with branches and operations to meet customer needs.

Qualifications

• Strong customer service mindset and genuine helpfulness.
• Excellent verbal and written communication skills.
• Comfort learning and using technology, including digital banking platforms and customer service systems.
• Ability to multitask, problem-solve, and work efficiently in a fast-paced environment.

Responsibilities

• Deliver exceptional customer service through inbound calls, emails, and digital channels.
• Assist customers with online and mobile banking, debit card, and account inquiries.
• Research and resolve customer concerns with professionalism and timeliness.
• Document customer interactions and complete follow-up activities as needed.
• Educate customers on banking products, services, and self-service tools.

Skills

Customer service

Communication

Tech-savvy

Multitasking

Attention to detail

Education

High school diploma or GED

Tools

Computers & business apps

Customer service systems

Job description

At Northfield Savings Bank, we believe banking is about people first. As Vermont's largest mutual savings bank, we are committed to delivering exceptional service, building lasting relationships, and supporting the communities we serve.

If you enjoy helping others, solving problems, learning new technology, and being part of a collaborative team, we invite you to explore a career with #TeamNSB.

About the Role

As a Contact Center Representative, you will serve as a trusted resource for our customers by providing professional, accurate, and timely support through phone, email, and digital banking channels. You will help customers navigate online banking services, answer questions about accounts and transactions, resolve issues, and connect them with the products and services that best meet their needs.

This position plays a critical role in creating positive customer experiences and strengthening customer relationships with Northfield Savings Bank.

What You'll Do

• Deliver exceptional customer service through inbound phone calls, email communications, and digital support channels.
• Assist customers with online banking, mobile banking, debit card, and account-related inquiries.
• Research and resolve customer concerns while ensuring a positive and professional experience.
• Accurately document customer interactions and complete follow-up activities as needed.
• Educate customers on available banking products, services, and self-service tools.
• Maintain a strong working knowledge of Bank products, services, policies, and procedures.
• Protect customer information by maintaining confidentiality and adhering to all security and compliance requirements.
• Collaborate with branch, operations, and support teams to ensure customer needs are met.
• Identify opportunities to improve the customer experience while supporting the Bank's service standards.

What We're Looking For

• Strong customer service skills and a genuine desire to help others.
• Excellent verbal and written communication skills.
• Comfort learning and using technology, including digital banking platforms and customer service systems.
• Ability to multitask, problem-solve, and work efficiently in a fast-paced environment.
• Strong attention to detail and organizational skills.
• High level of professionalism, integrity, and discretion when handling confidential information.
• Ability to work independently while contributing positively to a team environment.

Qualifications

• High school diploma, GED, or equivalent required.
• Previous customer service experience preferred.
• Banking, financial services, retail, hospitality, or contact center experience is beneficial but not required.
• Proficiency with computers and common business applications required.

Why Join Northfield Savings Bank?

We provide:

• Ongoing training and development opportunities
• Mentorship and coaching
• Career advancement pathways within the Bank
• Continuing education support

Average employee tenure at Northfield Savings Bank exceeds nine years, reflecting our commitment to building rewarding, long-term careers.

Compensation

Base Compensation Range (at time of hire): $20.50 - $22.75 per hour

Compensation is determined based on knowledge, skills, experience, and internal equity.

Studies have shown that women and people of color are less likely to apply for jobs unless they meet every qualification. At Northfield Savings Bank, we are committed to building a diverse, inclusive, and authentic workplace. If you're excited about this opportunity but don't meet every qualification, we encourage you to apply. You may be exactly who we're looking for.

Disclaimer: The statements above are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties, or qualifications. Duties may change based on business needs and at the discretion of Northfield Savings Bank.