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

• 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. 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 ones tone of voice.
• Performs a variety of transactions for customers, including teller transactions, processing checking and savings account withdrawals and balancing duties. Process account transactions, research requests and account maintenance requests.
• Leads by example acting as an active part of the team. Performs limited functions of a supervisor in their absence. Follows through on tasks and assignments, manages time and priorities effectively and demonstrates flexibility. Expresses ideas well and clearly; uses professional written, verbal and electronic communications.
• Trains new staff members according to our department standards.
• Assists completing department monthly reports on a rotating basis.
• Manages the Secure Messages from within the Online Banking Platform in the absence of the Contact Center Assistant.
• Updates the department procedures on an ongoing basis with other team members to ensure the procedures are current with any changes that may occur.
• Interact with customers via the phone, chat sessions from the public website or within online banking.
• Respond to customer email messages from within the website in accordance with the department guidelines.
• 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.
• 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.
• Navigate multiple computer applications while interacting with customers.
• 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 contact 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.

Education

• High School Diploma is required
• Some college

Work Experience

• 2+ years of customer service experience, preferably in banking or financial services is required
• 1-2 years 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.
• Must be able to sit for extended periods of time. Bilingual candidates are highly encouraged to apply.

Knowledge, Skills, and Abilities

• Must be flexible and be able to work other shifts, as needed, to provide coverage to the Information Center.

The pay range is the salary we in good faith expect to pay for this role at the time of posting. Actual compensation paid may fluctuate higher or lower than the posted range and the range may be modified in the future due to several factors including, but not limited to, relevant experience, certifications, and qualifications, internal equity, adjustments to the requirements and responsibilities of the job, business needs, and economic and market data.

Middlesex Savings Bank is an Equal Opportunity Employer/protected Veterans/Individuals with Disabilities