This is a Hybrid position located in Westborough, MA. The Bank requires to be on-site for training and onboarding. Following successful completion, discussion will be held regarding transition to hybrid work.

The Contact Center Specialist I is a key role focused on providing exceptional service through various communication channels, including phone and email. The specialist is expected to be highly proficient in processing transactions, resolving problems, aiding in the resolution of complicated customer complaints, understanding and explaining all Bank products and services, and identifying customer needs and recommending appropriate solutions.

• Effectively communicates and assists both internal and external customers in a professional manner, identifying their needs, providing information, and resolving complex issues via telephone and electronic means.
• Must possess communication skills, such as active listening, attentiveness, clarity of speech and the ability to read one’s tone of voice.
• Performs a variety of transactions for customers, including teller transactions, processing of checking and savings account withdrawals and balancing duties.
• Identify, support and resolve the service needs of both internal and external customers in a fast-paced environment that requires accuracy, multi-tasking and effective listening and communication skills.
• Builds a positive rapport with a diversity of personality types, maintaining a professional attitude and a positive manner.
• Must possess the ability to handle independently any customer interactions that may include a de-escalation of a situation.
• Navigate multiple computer applications while interacting with customers.
• Must possess an in-depth knowledge of products and services in a confident assured manner and offer what will work best to successfully meet customer needs.
• Process account transactions, research requests and account maintenance requests.
• Demonstrate an understanding of the multiple ways customers’ bank using online and mobile technology and branch offices. Explain the services and various channels.
• Identify and report fraud or suspected fraud occurrences. Is continuously aware of fraud engineering threats and steps to take to protect customers and the bank.
• Provide online banking assistance with password resets, secure access codes, bill pay and stop payment requests.
• Provide assistance with debit card travel alerts, daily limit increases, card activation/deactivation, suspected fraudulent transactions and new card orders.
• Assist with loan applications. Address basic and complex loan inquiries.
• Meets expectations for all call center related statistics, including but not limited to measurement of calls handled, not ready time and wrap-up codes.
• Complete all training requirements on time.
• Identify process improvement ideas with the management team.
• Protects customer information by following department security guidelines and procedures.
• Complies with all applicable regulatory and department practices and procedures.
• Represents the Bank through active participation in community and industry organizations and events and promotes the business interest of the Bank. Refers sales opportunities to other departments or Bank affiliates in support of established objectives.
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Education

• High School Diploma is required

Work Experience

• 6-12 months customer service preferably in banking, financial services and/or inbound call center experience is required

Additional Requirements

• 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 strong sense of urgency, excellent communication, customer service, telephone etiquette and grammar.
• Must be able to respond to high volume telephone inquiries, work extended hours, and weekends.
• Must be flexible and be able to work other shifts, as needed, to provide coverage to the Information Center.
• Must be able to sit for extended periods of time. Bilingual candidates are highly encouraged to apply.