Customer Care Center Representative

Mascoma-Bank; Hartford (VT); On-site; USD 40,000 - 50,000; Full time

Job summary

Mascoma Bank in White River Junction, VT, is seeking a Customer Care Center Representative to handle a high volume of inbound calls and assist customers with banking transactions and inquiries. You will act as the bank's telephone ambassador, delivering friendly, accurate service that drives satisfaction and loyalty.

The role emphasizes clear communication, teamwork, and adherence to bank policies while promoting products and services to meet customer needs.

Qualifications

• Two to three years of branch experience as a personal banker preferred.
• Knowledge of computers/strong typing skills.
• Strong written and verbal communication skills and proficiency in problem-solving.
• Good interpersonal communication.
• Ability to maintain confidentiality and privacy of customer information.

Responsibilities

• Professionally handles a large volume of inbound and occasional outbound telephone calls.
• Handle customer account transactions with accuracy and a sense of urgency.
• Articulate a customer’s perspective and act on available information.
• Work independently as well as in a team environment.
• Maintain tact, diplomacy, confidentiality, and professionalism with all customers.
• Collaborate with internal teams to resolve inquiries promptly and efficiently.
• Promote products and services to meet customer needs and simplify banking processes.
• Interpret and explain customer options while considering policies and programs.
• Ensure operating policies and procedures are followed while servicing customers.
• Identify and suggest improvements in processes and methods.

Skills

Inbound calls handling

Account transactions accuracy

Written & verbal communication

Problem solving

Team collaboration

Confidentiality

Tools

Computer proficiency

Job description

Description

Join Mascoma Bank as a Customer Care Center Representative and help us improve our clients' financial being! At Mascoma Bank, we aim to provide exceptional customer service while enhancing the lives of our customers and communities.

The Customer Care Center Representative ensures that customer’s banking needs are handled in a friendly, accurate and timely manner, utilizing a variety of services and tools available. The Customer Care Center Representative is the bank’s telephone ambassador, creating a positive experience that directly contributes to customer satisfaction and loyalty. Provides a variety of customer service tasks. Utilizes knowledge based upon experience when interpreting policies and procedures, and making exceptions as required.

Requirements

What You Will Do:

• Professionally handles a large volume of inbound and occasional outbound telephone calls.
• Handle customer account transactions with accuracy and a sense of urgency.
• Must be able to articulate a customer’s perspective and act on available information.
• Must be able to work independently as well as in a team environment.
• Must possess a high degree of tact, diplomacy, confidentiality, and professionalism when dealing with all types of customers.
• Work collaboratively with all internal customers to resolve customer inquiries are handled in a timely and efficient manner.
• Cover a wide variety of account maintenance responsibilities; including but not limited to speaking directly with customers to promote products and services to meet their needs and simplify their banking.
• Work within the bank guidelines and goals to meet goals by:
• Interpreting and explaining customer options while considering policies and programs.
• Insuring that approved operating policies and procedures are implemented and maintained while servicing the customer.
• Continually identifying recommendations for improvements while using operating methods and procedures.
• Providing customers with information and assistance; responding to a variety of customer questions or complaints.
• Through excellent communication skills strives to meet established high customer satisfaction goals.

Work Location: White River Junction, VT.

What You Bring:

• Two (2) to three (3) years of branch experience as a personal banker preferred.
• Knowledge of computers/strong typing skills.
• Strong written and verbal communication skills and proficiency in problem-solving.
• Good interpersonal communication.
• Professional appearance; casual dress is allowed as this is not a customer facing position; grooming and hygiene consistent with Mascoma Bank appearance policy
• Excellent problem-solving skills required.
• Excellent oral and written communication skills required.
• Ability to maintain confidentiality and privacy of customer information.

If you are interested in the role and do not meet 100% of the requirements, we are still interested in hearing from you!

Background and Credit Check

As part of our commitment to maintaining a secure financial institution, all final candidates will be required to successfully complete background and credit screenings as part of the hiring process. These screenings will be conducted in accordance with applicable laws and industry regulations.

Please note: Having a record on a background or credit report does not automatically disqualify you. We evaluate results on a case-by‑case basis, taking into account their relevance to the role and any regulatory requirements.

Our Commitment to Belonging!

The communities served by Mascoma Bank consist of individuals from diverse backgrounds. Our employees likewise bring unique perspectives, experiences, and approaches to the bank. We strive to create a safe and welcoming environment for all who pass through our doors and a workplace that actively demonstrates mutual respect and trust, one of our core values. A truly inclusive culture leads to a sense of belonging and support for all team members and inspires innovation and creativity. We are committed to recruiting and retaining a diverse talent pool, increasing team member engagement through professional development and community outreach activities, and offering personal growth workshops and team‑building opportunities. By embracing diversity, equity, and inclusion, we strengthen our communities and ourselves.

Mascoma Bank is proud to be an Equal Employment Opportunity and Aff…

Mascoma Bank is an Aff… M/F/D/V.