In-Office Banking Support Specialist

Rockland Trust; Plymouth (MA); On-site; USD 28,000 - 36,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

401K and DC Plan for retirement

LTD & Life Insurance

Day Care Reimbursement

Tuition Assistance for graduate anda

Job summary

Rockland Trust is seeking a Call Center Representative to deliver exemplary service across banking products—loans, checking, online banking—and assess customer financial needs. In-office role across multiple offices in Brockton, Franklin, Lowell, and Plymouth.

You will handle high-volume calls, provide accurate information, process transactions, document interactions, and support community outreach. Training is provided; growth opportunities exist within CIC management and peer coaching.

Qualifications

• High School diploma is required; a 4-year college degree or equivalent work experience is preferred.
• Strong communication, problem-solving, and organizational/time management skills are required.
• Prior customer service experience is preferred; prior sales experience is a plus; proficient computer skills and ability to navigate multiple systems.

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

Customer service

Communication

Problem-solving

Time management

Organizational skills

Sales experience a plus

Navigate multiple systems

Education

High School Diploma

College degree preferred

Tools

Microsoft Office

Multiple systems

Job description

Rockland Trust is seeking a Call Center Representative to deliver exemplary service across banking products—loans, checking, online banking—and assess customer financial needs. In-office role across multiple offices in Brockton, Franklin, Lowell, and Plymouth.

You will handle high-volume calls, provide accurate information, process transactions, document interactions, and support community outreach. Training is provided; growth opportunities exist within CIC management and peer coaching.