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Jobs · Customer Service · Massachusetts

Contact Center Representative

UniBank for Savings · Whitinsville, MA · 3 mo ago
On-siteCustomer Service$20–$23/hrFull-time

About the role

We have a Unique opportunity to join our Customer Contact Center team in a full-time role as a Contact Center Representative. We are a group of talented, professional individuals passionate about supporting our customers and co-workers. We're looking for someone who believes in the mission of a community bank, who gets excited about learning new things, strives to provide exceptional service and thrives in an environment where you'll be challenged every day.

Responsibilities

  • Assists customers and Retail branch staff with questions or issues regarding UniPay, UniBank eChannels, deposit and loan accounts received via phone and/or written correspondence.
  • Aids customers with any technical issues and uses a variety of systems for tracking, information gathering, and/or troubleshooting.
  • Exceeds customers' service and sales expectations in an inbound/outbound call center environment.
  • Assists Retail branch staff through the “Branch Hotline”.
  • Aids branch staff with routine system navigation, reviewing procedures, and assisting with creative solutions to solve customer concerns.
  • Supports for our eChannels, online resources, and expediting approval requests.
  • Researches and resolves complaints to ensure customer retention and satisfaction.
  • Accurately completes online account transactions such as hot card debit cards, telephone fund transfers, travel notes.
  • Completes maintenance and service requests from customers; including follow-up and contact back with customer’s resolution.
  • Maintains an understanding of UniBank products and services, procedures, policies, and appropriate regulatory issues in relation to deposit and transaction accounts.
  • Stays current with new marketing campaigns and environmental impacts.
  • Cross-sells all consumer products and services.
  • Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections.
  • Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
  • Maintain a strong attention to meeting daily service levels with accuracy.
  • Provides branch teller and switchboard coverage as needed.

Requirements

  • HS Diploma or equivalent required; College degree preferred.
  • Knowledge of customer service practices and technology highly preferred.
  • 1-3 years of experience in a call center environment.
  • Previous banking industry experience required.
  • Superior listening, verbal, and written communication skills.
  • Ability to handle stressful situations appropriately.
  • Intermediate to advanced skills in Microsoft Office.
  • Must be able to work without direct supervision, solve problems, perform under stressful conditions, use internet for research.
  • Manage multiple priorities and adapt to change within a fast-paced business environment.
  • Excellent oral, written, interpersonal, math, and computer skills.

Qualifications

  • Knowledge of customer service practices and technology highly preferred.
  • 1-3 years of experience in a call center environment.
  • Previous banking industry experience required.
  • Superior listening, verbal, and written communication skills.
  • Ability to handle stressful situations appropriately.
  • Intermediate to advanced skills in Microsoft Office.
  • Must be able to work without direct supervision, solve problems, perform under stressful conditions, use internet for research.
  • Manage multiple priorities and adapt to change within a fast-paced business environment.
  • Excellent oral, written, interpersonal, math, and computer skills.

Skills

  • Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections.
  • Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.

Benefits

Final hourly offer will be determined based on a particular candidate's unique combination of factors such as skills, education, experience and certifications. In addition to those factors, we believe in the importance of pay equity and consider the internal equity of our current employees as part of any final offer.

Pay

The estimated base hourly rate for this position is $20.00/hr to $23.00/hr.

Schedule

This position is not subject to SAFE Act Registration Requirements.

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