Contact Center Specialist Trainee

Responsibilities

• Effectively communicates and assists both internal and external customers in a professional manner, identifying their needs, providing information, and resolving issues via telephone and electronic means.
• Possesses 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 research requests, transacting loan payments, transfers from accounts within the customer’s profile, and account maintenance requests.
• Identifies, supports, and resolves 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.
• Buils a positive rapport with a diversity of personality types, maintaining a professional attitude and a positive manner.
• Navigates multiple computer applications while interacting with customers.
• Understands which products/services will work best to successfully meet customer needs.
• Demonstrates an understanding of the multiple ways customers use the bank, including online and mobile technology and branch offices.
• Explains the services and various channels.
• Identifies and reports fraud or suspected fraud occurrences.
• Provides online banking assistance with password resets, secure access codes, bill pay, and stop payment requests.
• Provides assistance with debit card travel alerts, daily limit increases, card activation/deactivation, suspected fraudulent transactions, and new card orders.
• Affords assistance with loan applications, addressing basic and complex loan inquiries.
• Maintains expectations for all call center related statistics, including but not limited to measurement of calls handled, not ready time, and wrap-up codes.
• Completes all training requirements on time.
• Identifies 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, promoting the business interest of the Bank.
• Refers sales opportunities to other departments or Bank affiliates in support of established objectives.

Requirements

• Education: High School Diploma or its equivalent is required.
• Work Experience: Some customer service experience preferred, call center experience is not 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 are 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, weekends, and some holidays. Must be able to sit for extended periods of time.
• EEO Statement: Middlesex Savings Bank is an Equal Opportunity Employer/protected Veterans/Individuals with Disabilities.