Service Center Specialist I

Riverrun; Newburyport (MA); On-site; USD 40,000 - 52,000; Full time

Job summary

River Run Services, LLC is seeking a customer service professional to handle inquiries and process routine transactions at either Storey Ave, Newburyport, MA or Main Street, Fitchburg, MA. You will deliver high-quality service across phone, chat, email, and ITM, documenting interactions in the CRM and resolving issues efficiently.

The role emphasizes active listening, accurate data handling, and knowledge of bank products and procedures to assist customers and escalate when necessary.

Qualifications

• High school diploma or equivalent.
• Previous customer service or call center experience preferred.
• Strong verbal and written communication skills.
• Ability to handle difficult customers calmly and professionally.
• Basic computer skills; CRM or call center software is advantage.
• Strong attention to detail and accuracy.
• Possess problem solving skills and ability to multitask while navigating multiple computer systems.

Responsibilities

• Answer customer inquiries and process routine transactions via phone, chat, email, and ITM.
• Document customer interactions in the CRM system and maintain high quality service.
• Verify customer identity before providing account information.
• Escalate complex issues to appropriate departments and track resolution.

Skills

Verbal communication

Written communication

Problem solving

Multitasking

Attention to detail

Education

High school diploma

Tools

CRM software

Job description

Description

River Run is a shared services organization that supports banking affiliates, Newburyport Bank, Pentucket Bank and Rollstone Bank & Trust.

This position can be located at either Storey Ave in Newburyport, MA or Main Street in Fitchburg, MA.

Answer customer inquiries and process routine transactions, providing basic support within the Service Center through various communication channels such as telephone, chat, email and ITM. Document customer interactions and strive to handle calls with efficiency and high quality. Deliver exceptional customer service.

Essential Job Requirements

• Answer incoming customer calls and follow established protocols for verifying customer’s identity before providing any account specific information.
• Practice active listening skills to understand the customer’s questions and/or concerns.
• Process routine customer transactions, such as account transfers, balance inquiries and certificate of deposit renewals, check orders and address changes.
• Assist the customer with debit card disputes and requested limit increases.
• Provide customer with product and service knowledge during communication, as applicable and record customer interactions notes in the CRM system.
• Identify when the customer’s needs require assistance from another department; open work ticket for customer resolution and follow-up to resolve outstanding issues.
• Maintain updated knowledge on all Bank products, services, procedures, policies, and applicable regulatory and compliance requirements.

Requirements

Qualifications, Experience, and Education

• High school diploma or equivalent.
• Previous customer service or call center experience preferred.
• Strong verbal and written communication skills.
• Ability to handle difficult customers calmly and professionally
• Basic computer skills; CRM or call center software is advantage.
• Strong attention to detail and accuracy.
• Possess problem solving skills and ability to multitask while navigating multiple computer systems.

River Run Services, LLC is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing or service in the military.

If you are an individual with a disability and require a reasonable accommodation to complete the application process, you may contact Human Resources at [e-mail] or call 978-462-3136.

Salary Statement

The salary range represents an estimate based on market data for this position. Final compensation decisions are made based on experience, skills, and internal equity to ensure fairness and consistency across our organization.