Customer Care Representative

TruNorth Bank; Easthampton (MA); On-site; USD 40,000 - 62,000; Full time

Job summary

TruNorth Bank is seeking a customer service professional in Easthampton, MA to answer calls, route inquiries, and resolve routine to complex questions. The role emphasizes understanding retail bank products, providing excellent service, and documenting interactions for follow-up.

The candidate should have strong communication skills, be detail-oriented, and capable of handling multiple duties, including occasional extended hours. This position is onsite at the Easthampton branch.

Qualifications

• High School diploma is required.
• 1-2 years of bank experience or similar.
• Knowledge and understanding of retail bank products.
• Excellent customer service and organizational skills.
• Attention to detail and ability to handle diverse duties.
• Proficiency with office equipment and computers.
• Flexibility to work extended hours or weekends.

Responsibilities

• Answer and route calls to appropriate departments from the main bank line.
• Meet or exceed customer service standards and handle fee refunds per policy.
• Receive and resolve routine questions and more complex issues.
• Build knowledge of bank products to assist customers via phone, chat, or email.
• Document calls and escalate priority issues to management.

Skills

Customer service

Organizational skills

Attention to detail

Office equipment

Computers

Education

High School diploma

Tools

Office equipment

PCs

Job description

Compensation for this position is commensurate with experience. The posted range is intended to provide a general estimate and does not guarantee a specific rate of pay.

Overview

Primary Accountabilities / Responsibilities

• Responsible to answer and route calls to the appropriate person/department that are received through the main line of the bank.
• Responsible for meeting or exceeding customer service standards that are set forth by the department and/or bank. Requires discretionary decision-making, interpreting guidelines and bank policies and determination of fee refunds and reversals.
• Receive and resolve questions and problems of routine too more complex in nature.
• Understand department and Bank goals; participate in all established initiatives to meeting or exceeding the goals.
• Acquire and employ an in-depth knowledge of Bank products, as well as sales and customer relations’ techniques by telephone, online chat function or email to increase new and expand existing customer accounts.
• Receive and resolve questions and problems of routine too more complex in nature. Employ ownership, proper telephone etiquette, and strong oral and written communication skills to service the external and internal customer’s needs fully. Ensure adequate follow up is afforded to each customer to foster positive customer relations and promote repeat and/or expanded business.
• Receive and respond to branch and other internal department questions or requests of routine too more complex in nature. Provide guidance to all bank employees including management in making decisions in the best interest of the bank and the customer. When applicable make decisions with scope of authority and/or process supervisor overrides for own customers and branch personnel.
• Maintain a high degree of operational knowledge of all Bank products and services, deposit account regulations, transaction procedures and corresponding technology.
• Obtain necessary information and complete required paperwork to ensure customer product needs are transacted completely, such as check orders, research, change of address, stop payment request, etc.
• Document all calls in the call tracking system with appropriate comments to keep management apprised of call activity. Identify and elevate priority issues to management.

Position Requirements

• High School diploma.
• 1-2 years of bank experience.
• Knowledge and understanding of the Bank’s retail products.
• Good customer service and organizational skills.
• Attention to detail and ability to rotate a wide variety of duties.
• Able to use various office equipment, including PC’s.
• May be required to work extended hours or weekend.

An Aff… Employer of protected veterans and individuals with disabilities.

Applicants for employment are considered without regard to race, creed, color, religion, sex, gender identity, sexual orientation, marital status, genetic information, national origin, age, disability, status as a veteran, Vietnam Era Veteran, or being a member of the Reserves or National Guard. Also, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.