Customer Support Specialist

Responsibilities

• Answering incoming customer calls in a positive, professional, and courteous manner
• Ensuring a positive customer experience by communicating clearly, verifying caller information, and handling sensitive situations with discretion and care while adhering to bank policies, procedures, and regulatory requirements
• Responding to inquiries efficiently; routing calls to various departments or individuals as appropriate
• Aiding with basic account questions, transactions, and banking services
• Processing routine requests such as check orders, stop payments, and account updates
• Providing CD rate information and renewing CD’s when appropriate
• Aiding with debit card inquiries such as travel notifications, ordering replacement cards, and lost/stolen cards; escalating as appropriate
• Reviewing online account applications and opening accounts as appropriate
• Maintaining compliance with banking regulations, policies and procedures
• Handling sensitive situations with professionalism, patience, and empathy
• Aiding with various projects and administrative tasks

Requirements

• High school diploma or equivalent
• One year customer service experience
• Excellent communication, interpersonal and active listening skills
• Ability to follow scripts and procedures with accuracy and consistency
• Ability to remain calm, respectful and professional in an occasionally fast-paced environment
• Strong organizational skills with ability to manage multiple responsibilities
• Basic computer and keyboard proficiency. Ability to learn and navigate internal operating systems
• Team-oriented mindset with the ability to work independently
• A commitment to confidentiality, regulatory compliance, and professional integrity

Qualifications

The ideal candidate is a customer-focused individual.

Skills

• Customer Service
• Communication
• Interpersonal Skills
• Active Listening
• Script Following
• Calmness and Professionalism
• Organization
• Computer Proficiency
• Teamwork
• Confidentiality
• Regulatory Compliance
• Professional Integrity

Pay

Non-Exempt, Full-time position working approximately 37.5 hours per week, within the Bank's standard business hours, including frequent Saturdays.

Schedule

Work location is 100 Post Office Park, Wilbraham, MA. Regular in-office presence is required.

Benefits

• Paid time off
• 401(k) with company match
• Suite of insurance benefits including medical, dental and more!

About the Role

This is a great opportunity to join a successful, local bank that has a rich history of investing in employees and local communities for more than 150 years!

Benefits

• Equal Opportunity Employer to all protected groups, including protected veterans and individuals with disabilities
• Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential position functions

Equal Opportunity Employer

We are a successful community bank dedicated to our customers, associates and communities!