Customer Care Representative-FT

Florence Bank; Easthampton (MA); On-site; USD 34,000 - 36,000; Full time

Job summary

Florence Bank is seeking a Customer Care Representative (Full Time) in Easthampton, MA. The role involves handling inquiries, routing calls, and supporting customers and branch staff with a high level of service.

Ideal candidates have 1–2 years of banking experience, strong communication skills, and a solid understanding of retail banking products. The position may require extended hours or weekend work.

Qualifications

• 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 PCs.
• May be required to work extended hours or weekend.

Responsibilities

• Performs any functions necessary, within scope of authority and expertise, to provide the highest level of service and responsiveness to internal and external customers.
• Answer and route calls to the appropriate person/department that are received through the main line of the bank.
• Meet or exceed customer service standards that are set forth by the department and/or bank.
• Acquire and employ in-depth knowledge of Bank products to service customers by telephone, online chat, or email.
• Document all calls in the call tracking system with appropriate comments to keep management apprised of call activity.
• Provide guidance to bank employees including management in making decisions in the best interest of the bank and the customer.

Skills

Customer service

Communication

Telephone etiquette

Education

High School diploma

Tools

PCs

Job description

Customer Care Representative-Full Time Easthampton, MA, US Requisition

ID: 2132 Salary Range: $25.00 To $26.00 Hourly 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: Responsible for maintaining in-depth knowledge regarding a wide array of bank products, services, regulations and data processing to provide support to customers, branch personnel and management for a Multi-bank Holding Company.

Primary Accountabilities / Responsibilities

• Performs any functions necessary, within scope of authority and expertise, to provide the highest level of service and responsiveness to internal and external customers.
• 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 PCs.
• May be required to work extended hours or weekend.