Job Description

Division: Bank Operations

Department: Call Center

Reports to: Customer Support Manager

Status: Non-Exempt

Grade: 6

Pay Range: $20.00 - $28.90

Actual compensation within the pay range will be determined based on factors including, but not limited to, skills, prior relevant experience, and specific work location.

Location: Medford, MA, Worcester, MA, Pittsfield, MA, Yorktown Heights, NY, or Lincoln, RI

Purpose/Objective:

Provides superior customer service and demonstrates desire to help, responding to messages and calls from both internal and external customers. Respond to inquiries, perform research to resolve issues, educate customers, and promote Beacon Bank’s products and services. Identify and offer new opportunities and solutions to meet customers’ needs.

Key Accountabilities:

• Responds to messages received from digital customer support channels. Ensures excellent customer service by handling general account inquiries, deposit and loan rate requests, information about products and services, Online Banking and ATM/Debit Card issues. Follows through with all customer issues and provides ongoing assistance as needed. Identifies customer needs and offers new opportunities to customers by cross selling or referring to appropriate business line to deepen customer relationships. Supports and participates in bank initiatives and sales campaigns. 50%
• Researches and resolves customer issues by seeking solutions with minimal direction; manages difficult situations which may require more advanced problem-solving skills. Follows up on all resolutions to ensure customer satisfaction. Responds to customer inquiries regarding Bank fees and makes appropriate decisions regarding reversals. May make decisions within guidelines and limitations regarding increases for POS transactions. Prepares customer correspondence as needed. 10%
• Logs into the phone system during times of high call volume with no direction from management to support call center KPIs and responds to incoming calls from both internal and external customers. Ensures excellent customer service by responding to general account inquiries, deposit and loan rate requests, information about products and services, Online Banking and ATM/Debit Card issues. 10%
• Processes all applicable customer account documentation to ensure compliance with Beacon Bank policies. 10%
• Acts as shadow buddy to coach and mentor new team members as needed. 10%
• Stays abreast of and demonstrates extensive knowledge of products and services offered, applicable laws/regulations, and policies and procedures. Continually develops level of knowledge to ensure the development of a full-service, omni-channel contact center, which may include account opening, loan applications, loan payments and various other customer service requests. 10%
• Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one’s duties.

Education:

• High School Diploma

Experience:

• Minimum 3 years’ banking experience
• Minimum 1 years’ Call Center experience
• Minimum 6-12 months in Beacon Bank Call Center
• Experience working remotely or in a flexible environment.

Skills & Knowledge:

• Proficient with MS Office products (Word & Excel) & the Internet
• Ability to learn new internet banking applications
• Problem solving and proven decision-making ability
• Excellent customer service skills
• Ability to work in team environment
• Ability to multi-task
• Excellent communication & interpersonal skills
• Courteous, positive attitude
• Excellent telephone and active listening skills
• Ability to elicit customer needs with speed and composure
• Extensive knowledge of Beacon Bank products and services
• Cross-selling skills
• Ability to handle difficult situations and customers
• Ability to make educated-customer focused decisions.
• Excellent written communication skills.
• Flexible work schedule expectation support business needs.

Beacon Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or would like to request alternative methods of applying, please contact us at hr@berkshirebank.com.