Customer Care Center Agent - Part-time

Avidia Bank; Hudson (MA); On-site; USD 24,000 - 32,000; Part time

Benefits offered by this job

Job summary

Avidia Bank is seeking a part-time phone-based Customer Service professional to support deposit customers, educating them on services and delivery channels. The role includes identifying sales opportunities and referring customers to bank partners to enhance the banking relationship.

The position emphasizes strong customer service, organizational, and communication skills, with experience in teller roles or call centers and proficiency in Microsoft Office.

Qualifications

• High School diploma with two years banking experience.
• Experience as teller and customer service representative within a branch or call center.
• Strong customer service, organizational, and communication skills.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint, Access).

Responsibilities

• Answer incoming calls regarding deposit accounts and provide information.
• Resolve customer questions and issues in a timely manner.
• Coordinate with internal resources and communicate status to customers.
• Educate customers on services and referral opportunities within the bank.
• Direct customers to banking channels (VRU, mobile, internet banking).
• Refer customers to internal partners for additional products or services.
• Maintain security of customer information and adhere to bank policies.

Skills

Customer service

Communication

Organization

Banking experience

Education

High School diploma

Tools

Microsoft Office

Job description

Avidia Bank

Equal Employment Opportunity/M/F/disability/protected veteran status

This is a part-time role, 5 days/25 hours per week, from 11:00 AM - 4:00 PM.

Position Overview

Provide phone-based customer service to deposit customers of the bank. Identify opportunities to educate customers regarding additional services and delivery channels that add convenience for the customer. Identify opportunities to refer customers to sales partners for products and services that enhance the quality and convenience of the customer relationship.

Primary Responsibilities

Performs any functions necessary, within scope of authority and expertise, to provide the highest level of service and responsiveness to customers:

• Professionally and efficiently answer incoming calls regarding the various categories of deposit accounts throughout the bank.
• Provide customers with requested information, answer questions, and resolve issues in a timely and efficient manner.
• Coordinate with internal resources regarding ongoing issues, and communicate to customers regarding status and eventual resolution.
• Identify opportunities to educate customers regarding services or products which would add convenience and enhance the banking relationship.
• Introduce alternatives for telephone inquiries to the bank including the VRU, mobile banking, internet banking, etc.
• Identify opportunities to refer customers to resources within the bank for additional products or services, and submit sales requests to notify business partners of sales opportunities.
• Maintain security of customer information and adhere to Avidia Bank policies in responding to telephone inquiries.

Other Responsibilities

Perform related and unrelated duties as may be required.

Requirements

• High School diploma combined with two years of banking experience.
• Experience as a teller and customer service representative within a branch (account opening, sales and service to existing and prospective customers), or in a call center environment supporting general deposit account inquiries.
• Strong customer service, organizational, and communication skills. Demonstrated proficiency in telephone based customer service situations.
• Ability to prioritize tasks within defined responsibilities and apply bank and department policies and procedures.
• Knowledge of and familiarity in adhering to account opening procedures, regulations including CIP, etc.
• Experience utilizing banking core processing systems for account opening and maintenance.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint, and Access).

Avidia Bank is an Equal Opportunity Employer/Veterans/Disabled

Member FDIC/DIF

PM21

Equal employment opportunity, including veterans and individuals with disabilities.