Customer Care Center Specialist II

About the Role

This position provides customer service and banking solutions, education, and issue resolution to Needham Bank customers and communities via the Customer Care Center channel. The Customer Care Center Specialist will advise, advocate, and deliver on the service and support needs of our customers, going beyond processing simple account transactions to listen to and identify customer needs, resolve problems, and provide information on products and services.

Responsibilities

• Identify, support, and resolve the service needs of customers calling into Needham Bank.
• Understand and recommend products/services that best fit customer needs throughout their relationship.
• Listen to and understand customer needs, providing solutions and resolving requests efficiently.
• Educate customers on self-service technologies for simple transactions.
• Analyze and resolve complex problems through creative solutions in a fast-paced, professional environment.
• Demonstrate understanding of various banking channels (online, mobile, branch, contact centers) and educate customers on their use.
• Explain features and benefits of bank products, including deposit, card products, loan servicing, and digital banking.
• Process general service requests such as address changes, balance inquiries, transfers, and card-related issues.
• Resolve complex customer service inquiries and troubleshoot digital banking issues.
• Handle basic and complex loan inquiries and payoff questions.
• Navigate multiple computer applications while interacting with customers.
• Utilize available tools and resources to resolve complex customer issues.

Requirements

• 2+ years of customer service experience, including handling difficult client situations.
• Skilled proficiency with computers and current technology.
• High school diploma or equivalency required.
• Fluent in written and verbal English communication skills.
• Ability to adhere to Needham Bank’s Core Values: Focus on Customer Relationship, Embrace Change, Work as a Team, Be an Asset to Your Community, Always Learn, and Do the Right Thing.

Qualifications

• 1+ year of experience in the banking/financial industry (preferred).
• 1+ year of experience working in a client service call center (preferred).
• Demonstrated ability to troubleshoot and problem-solve.
• Highly motivated with strong multitasking skills.
• Strong customer service and problem-solving skills.
• Professional demeanor with excellent attendance and reliability.
• Effective and confident communication skills.
• Ability to engage customers, build rapport, and handle objections.
• Comfortable receiving ongoing performance feedback and coaching.
• Adaptable to change and eager to learn new technology/processes.
• Knowledge of banking and prior e-banking experience a plus.

Pay

Pay Range: $22.57 - $29.35/hourly. Actual pay may vary based on experience, skills, and market factors; additional compensation may apply.

Benefits

• Fully paid medical and dental insurance.
• HRA (Health Reimbursement Arrangement).
• 401(k) plan with an 8% bank match.
• Paid time off (PTO) and paid holidays.
• Bonus program.
• Flexible spending accounts.
• Vision service plan.
• Group term life insurance.
• Short- and long-term disability insurance.
• Tuition reimbursement.
• Employee Assistance Program.