Customer Support Specialist

About the role

Monson Savings Bank is seeking friendly, professional, and customer-focused Customer Support Specialists to join our Customer Care Center team, working within a call center environment. As a Customer Support Specialist, you'll be the first point of telephone contact for customers, providing outstanding support and creating positive experiences.

Responsibilities

• Answer incoming customer calls in a positive, professional, and courteous manner
• Ensure 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
• Respond to inquiries efficiently; route calls to various departments or individuals as appropriate
• Assist with basic account questions, transactions, and banking services
• Process routine requests such as check orders, stop payments, and account updates
• Provide CD rate information and renew CDs when appropriate
• Assist with debit card inquiries such as travel notifications, ordering replacement cards, and lost/stolen cards; escalate as appropriate
• Review online account applications and open accounts as appropriate
• Maintain compliance with banking regulations, policies, and procedures
• Handle sensitive situations with professionalism, patience, and empathy
• Assist with various projects and administrative tasks

Requirements

• High school diploma or equivalent
• Minimum one year of 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 the 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
• Commitment to confidentiality, regulatory compliance, and professional integrity

Schedule

This non-exempt, full-time position works approximately 37.5 hours per week within the bank’s standard business hours, including frequent Saturdays. Regular in-office presence is required at 100 Post Office Park, Wilbraham, MA.

Benefits

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