Middlesex Savings Bank

  • Customer Service Representative - Info Center

    Location US-MA-Westborough
    Req #
    Customer Service/Support - Customer Service/Support
    Position Type
    Part Time
    Standard Working Hours
    Monday to Friday 9:00am to 3:00pm, 2 saturdays 8:30am to 3:00pm a month and some holidays
  • Overview

    The Information Center Customer Service Representative promotes the highest level of service and responsiveness to internal and external customers and co-workers through phone and email interactions, handling a wide array of banking transactions. The Customer Service Representative investigates and corrects errors in customer accounts and statements and aides in the resolution of complicated customer complaints. Performs functions, within scope of authority and expertise, in conformance with established Bank policies, procedures and objectives. 


    • Serves as a telephone informational resource. Provides efficient, effective and courteous customer service adhering to all standards for call handling, etiquette and sales goals. Answers customers’ questions, explains the Bank’s products and services. Accurately provides information, quotes rates, processes applicable paperwork and/or refers to appropriate department as necessary.
    • Proactively assist customers in expanding and deepening their financial relationship with the Bank by utilizing knowledge of Bank products and services to promote deposit, loan and business products and services for new and existing customers while providing consistent elevated levels of customer services.
    • Builds a positive rapport with a diversity of personality types, maintaining a professional attitude and a positive manner.
    • Performs a variety of financially related transactions to assist customers including teller transactions, processing of checking and savings withdrawals and balancing duties. Completes said transactions in an efficient, accurate and professional manner.
    • Ability to identify suspicious, red flag, elevated risk or fraudulent activity.
    • Seeks opportunities to develop customer relationships and resolution to a variety of customer maintenance requests and inquires (i.e. address change, stop payments, research requests, etc.).
    • Maintain a high level of knowledge of the banks products and services. Effectively use available resources for problem resolution, which may involve analysis of complex information. Utilizes said knowledge to identify and actively pursue needs-based sales opportunities in keeping with established objectives. Also uses said knowledge to effectively refer sales opportunities to other departments.
    • Maintains proficiency in self-service channels to resolve various issues received through all digital channels; including ATM/Debit card transactions, eDeposit, mobile banking, P2P payments, mobile wallet and biometrics.
    • Identifies and assists with the migration of customer transactions to online/mobile delivery channels. Assist customers with online banking support.   May perform on-going maintenance to existing online accounts. Proficient with Internet terminologies and navigation.
    • Assist customers with the credit application process and processes applications in accordance with prescribed policies and procedures.
    • Ensures that transactions are processed and that proper documentation is completed within established time frames.
    • Demonstrates use of strong written communication skills to reply to internal and external email inquiries in a timely and efficient manner.
    • Consults with supervisor where clarification or guidance is needed on issues that may exceed scope of authority.
    • Performs all duties independently in accordance with applicable security and regulatory practices and guidelines. Complies with all Bank policies including those pertaining to confidentiality, email, and business attire. Protects customer information by following department security guidelines and procedures.
    • May be responsible for assisting with overflow calls from other areas of the Call Center on an as needed basis.
    • Completes all prescribed training in a timely fashion, as required.
    • May participate in branch settlement activities.
    • Performs related and unrelated duties as may be required.
    • Represents the Bank by participating in various community activities.


    High school diploma required; some college highly preferred. 2+ years’ experience in customer service preferably in banking, financial services and/or inbound call center experience. Must possess at least intermediate technology, fluency in Windows Operating Systems and Microsoft Office tools.  Strong computer skills including familiarity with multiple browsers, multiple tabs and multiple window navigation required. Must be self-motivated and work well in a team environment. Requires a high energy level and keen sense of urgency, excellent communication, customer service, telephone etiquette and grammar. Must be able to respond to high volume telephone inquiries, work extended hours, weekends and some holidays.  Must be able to sit for extended periods of time. Bilingual candidates are highly encouraged to apply.


    Middlesex Savings Bank is an EO/AA Employer: Min/Fem/Vet/Disabled


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