Call Center Representative - Brockton

Responsibilities

• Handle a high volume of inbound and outbound customer calls professionally and courteously.
• Listen to customer needs and provide clear, accurate information and solutions.
• Process transactions correctly and confirm details with callers to ensure mutual understanding.
• Resolve basic issues on the first call and escalate complex matters as needed.
• Accurately document interactions and follow call scripts, quality standards, and company policies.
• Use available resources and communication skills to prevent escalations.
• Identify opportunities to grow customer relationships through referrals.
• Complete all training requirements on time and suggest process improvements to CIC management.
• Serve as a peer coach for new hires when qualified.
• Report system issues promptly and maintain performance metrics (call quality, attendance, productivity).
• Maintain a positive and patient attitude in all situations.
• Perform other duties as assigned by CIC management.

Qualifications

• A high school diploma (or equivalent)
• Basic understanding of banking or finance
• Good communication, problem-solving, and organizational/time management skills
• Prior customer service experience preferred; prior sales experience a plus
• Proficient computer skills, use of Microsoft Office, and ability to navigate multiple systems without assistance

Benefits

• Competitive compensation with performance incentive awards
• Health Insurance
• Dental Insurance
• A 401K and DC Plan for your retirement
• LTD & Life Insurance
• Day Care Reimbursement
• Tuition Assistance for graduate and undergraduate programs
• An award-winning Wellness program
• and much more!