Middlesex Savings Bank

  • Customer Service Representative-Online Banking

    Location US-MA-Westborough
    Req #
    3797
    Category
    Customer Service/Support - Customer Service/Support
    Position Type
    Full Time
    Standard Working Hours
    Monday to Friday 8:00 am to 5:00 pm, one Saturday per month and one Holiday per year
  • Overview

    Provides customer service to Online Banking customers via telephone and Internet email. Provides internal support for other customer service areas, such as the retail branch staff. Performs any functions, within scope of authority and expertise, to provide the highest level of service and responsiveness to customers and co-workers.

    Responsibilities

    • Provides efficient, effective and courteous customer service.
    • Completes all tasks associated with online banking enrollments and performs online banking profile maintenance.
    • Responds to Internet emails. Maintains email correspondence records.
    • Completes bill payment research and other online banking transaction problem resolution. Corresponds with customers in a timely manner.
    • Assists customers with online banking inquiries such as, online banking features and benefits, bill payment system and password resets.
    • Refers sales opportunities to other departments or bank affiliates in support of established objectives.
    • Maintains daily and monthly online banking reports and processes all manual transactions.
    • Maintains effective knowledge of the Bank’s online banking system.
    • Ensures full compliance with the Bank’s Information Security Policies and Procedures.
    • Performs all duties in accordance with prescribed security and regulatory guidelines.
    • Performs related and unrelated duties as may be required.

    Requirements

    • High School diploma or its equivalent.
    • One year customer service experience and previous information technology support experience preferred.
    • Must be able to solve problems. Must possess effective oral and written communications skill and demonstrate organizational skills.
    • Must possess at least intermediate technology skills, including knowledge of Internet Browsers, Operating Systems and MS Office.
    • Must have scheduling flexibility and be able to work extended and weekend hours if needed.

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

     

    Search Firm Representatives, Please Read Carefully: Middlesex Savings Bank does not accept unsolicited resumes from search firms for this or any employment opportunity.

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