In-Office Banking Care Specialist – Customer Support

Rockland Trust; Brockton (MA); On-site; USD 28,000 - 33,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

401K & DC Plan

LTD & Life Insurance

Day Care Reimbursement

Tuition Assistance for graduate and本科

Wellness program

Job summary

Rockland Trust is seeking a Call Center Representative for an in-office role across Brockton, Franklin, Lowell, and Plymouth. You will handle a high volume of calls, provide clear information, document interactions, and identify referral opportunities while maintaining a patient, service-oriented attitude.

Training is provided to support ongoing career growth. Competitive hourly pay in a structured benefits program includes health and dental insurance, a 401K/DC plan, LTD and life insurance,

Qualifications

• High School diploma required (4-year college degree or equivalent work experience preferred).
• Basic understanding of banking or finance.
• Good communication, problem-solving, and organizational/time management skills.
• Proficient computer skills, use of Microsoft Office, and ability to navigate multiple systems without assistance.

Responsibilities

• Handle a high volume of inbound and outbound customer calls professionally and courteously.
• Listen to customer needs and provide clear, accurate information and solutions.
• Process transactions correctly and confirm details with callers to ensure mutual understanding.
• Resolve basic issues on the first call and escalate complex matters as needed.
• Accurately document interactions and follow call scripts, quality standards, and company policies.
• Use available resources and communication skills to prevent escalations.
• Identify opportunities to grow customer relationships through referrals.
• Complete all training requirements on time and suggest process improvements to CIC management.
• Serve as a peer coach for new hires when qualified.
• Report system issues promptly and maintain performance metrics (call quality, attendance, productivity).
• Maintain a positive and patient attitude in all situations.
• Perform other duties as assigned by CIC management.

Skills

Communication

Problem-solving

Organizational/time management

Microsoft Office proficiency

Education

High School diploma required

Job description

Rockland Trust is seeking a Call Center Representative for an in-office role across Brockton, Franklin, Lowell, and Plymouth. You will handle a high volume of calls, provide clear information, document interactions, and identify referral opportunities while maintaining a patient, service-oriented attitude.

Training is provided to support ongoing career growth. Competitive hourly pay in a structured benefits program includes health and dental insurance, a 401K/DC plan, LTD and life insurance,