Solutions Center Representative

Praxy

Swansea (IL)

Hybrid

USD 36,000 - 58,000

Full time

11 days ago

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Benefits offered by this job

Health, dental, and vision insurance

401(k) with company match

Paid time off and holidays

Professional development opportunities

Tuition assistance

Job summary

BayCoast Bank is seeking a Solutions Center Representative in Swansea, MA to deliver friendly, efficient service by phone and digital channels. You will handle inquiries, process transactions, and support electronic banking while protecting customer information.

Collaboration with teammates, meeting service standards, and identifying opportunities to connect customers with banking products will be part of the role. A hybrid work schedule is available based on needs.

Qualifications

1-2 years banking/customer service experience preferred.
Strong verbal and written communication skills.
Ability to handle confidential information with professionalism.

Responsibilities

Deliver professional customer service via phone and electronic channels.
Document customer interactions and referrals in Salesforce.
Assist with account servicing and electronic banking support.
Explain BayCoast Bank products and digital banking solutions.
Process transactions accurately and efficiently.

Skills

Customer service

Communication

Problem solving

Multitasking

Data privacy

Education

High School Diploma or equivalent

Tools

Salesforce

Banking systems

Job description

Solutions Center Representative (Full-Time)

BayCoast Bank - Swansea, MA

Position Overview

The Solutions Center Representative serves as the first point of contact for customers contacting BayCoast Bank through telephone, email, and other electronic communication channels. This role combines exceptional customer service, relationship development, problem resolution, and banking operations to provide customers with convenient, accurate, and personalized support.

Working collaboratively within the Solutions Center, you will assist customers with account servicing, electronic banking support, transaction processing, and financial solutions while identifying opportunities to connect customers with products and services that support their financial goals.

Key Responsibilities

Customer Experience & Service

Deliver professional, friendly, and efficient service through telephone and electronic communications.
Serve as the first point of contact for customer inquiries and service requests.
Resolve customer issues utilizing strong problem-solving and communication skills.
Adhere to Customer Centric service standards and exceed customer expectations.
Protect customer information by following authentication and security procedures.
Provide accurate information regarding BayCoast Bank products, services, and digital banking solutions.
Respond to customer inquiries regarding accounts, transactions, fees, payments, and electronic banking services.

Business Growth Initiatives & Relationship Building

Evaluate customer needs through consultative conversations and recommend appropriate banking products and services.
Generate referrals to BayCoast Bank departments and affiliated business partners, including BayCoast Insurance, BayCoast Mortgage Company, Plimoth Investment Advisors, Priority Funding, and Teamwork Funding.
Utilize Salesforce to document customer interactions, referrals, and opportunities.
Participate in sales campaigns, customer outreach initiatives, and relationship development activities.
Support the Bank's commitment to providing exceptional service and solutions for our community.

Banking Operations

Process customer transactions accurately and efficiently.
Assist customers with online banking, bill pay, debit card services, travel notifications, Apple Pay, Google Pay, and account maintenance requests.
Handle stop payments, address changes, and service charge reviews.
Assist with debit card disputes, fraud claims, and related documentation.
Troubleshoot technical issues involving digital banking platforms.
Research and resolve customer inquiries requiring additional investigation.
Maintain accurate records and documentation while complying with all Bank policies and regulatory requirements.
Demonstrate knowledge of retail banking, loan operations, deposit operations, and electronic banking services.

Team Collaboration

Participate in required training programs, meetings, campaigns, and contests.
Collaborate with team members to ensure exceptional customer service and operational efficiency.
Respond promptly to internal inquiries and requests.
Support a positive team environment while promoting BayCoast Bank's mission and values.
Perform additional duties as assigned.

Qualifications

High School Diploma or equivalent required.
1-2 years of banking, customer service, call center, or related experience preferred.
Strong verbal and written communication skills.
Excellent interpersonal and relationship-building abilities.
Strong problem-solving skills and attention to detail.
Ability to multitask and work effectively within multiple computer systems.
Ability to handle confidential information with professionalism and discretion.
Working knowledge of banking products, services, and electronic banking tools preferred.
Bilingual Portuguese and/or Spanish skills are a plus but not required.

Work Environment & Requirements

Ability to sit for extended periods while working on a computer and telephone system.
Frequent use of a headset and multiple software applications throughout the workday.
Ability to manage a high volume of customer interactions in a fast-paced environment.
Flexible schedule including occasional evenings and weekends as needed.
Ability to attend remote meetings and travel when required.
Eligible for BayCoast Bank's Hybrid Work Program based on business needs.
Commitment to maintaining customer confidentiality and safeguarding sensitive information.

Employee Benefits