Call Center Specialist, Main Office, Florence MA at Florence Bank

Northampton, Massachusetts, United States -

Full Time

Start Date

Immediate

Expiry Date

20 Jan, 26

Salary

0.0

Posted On

22 Oct, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Problem Solving, Communication, Teamwork, Research, Time Management, Attention to Detail, Financial Knowledge

Industry

Banking

Description

Are you looking for an employer that provides 4+ weeks of PTO and benefits upon hire, focuses on advancement opportunities, and has an overall average employee tenure of a decade? With tuition reimbursement, wellness incentives, and a 401K plan with dollar-for-dollar match, Florence Bank has it all! At Florence Bank, we offer: * Competitive salary * Hybrid work schedule after successfully completing 6 months of employment * Generous paid time off * 12 paid holidays * Dynamic work culture * Fun work environment * Weekly pay schedule * Medical, dental and life insurance upon hire * 401K plan with dollar-for-dollar match * Profit sharing bonus after two full calendar years of employment * Robust wellness program with monetary incentives * $5,000 tuition reimbursement each calendar year We are currently seeking candidates to join our exceptional team for the following position: Job Title: Call Center Specialist Location: Main Office Position Summary: Primarily handles incoming telephone calls and emails to assist customers with a variety of product and services related questions or problems. Resolves problems through research and refers customers to additional products and services. Essential Functions: 1. Takes inbound calls from customers, listens to their needs, answers questions, processes transactions and responds to their concerns. 2. Consistently provides superior experiences to internal and external customers. 3. Consistently meets expectations of teamwork, punctuality, and attendance. 4. Properly identifies customers following bank Authentication Procedures. 5. Answers complex customer questions and resolves problems with minimal assistance. 6. Researches and responds to unresolved customer calls in a timely manner. 7. Follows the ‘One to Say Yes, Two to Say No’ guideline. 8. Uses the 4 components of a call: 1) Uses an acknowledging opening statement, 2) Uses the customer’s name, 3) Educates the customer on a product or service that would benefit and/or add convenience, and 4) Closes the call. 9. Demonstrates operational knowledge of the bank’s products and services. 10. Identifies opportunities to refer customers to any of the bank’s products and services. 11. Reports suspicious activity or OFAC matches to department management. 12. Works within the bank’s policies and procedures. 13. Participates in and supports Customer Service Center campaigns. 14. Assists other team members with questions and problems. 15. Assists with training new employees and trains others on new products or services. Other Responsibilities: Assumes additional responsibilities as assigned. Education, Experience, and Skills Required: The following skills, experience, or background are necessary (with or without accommodation) for this position. 1. High school diploma or equivalent and 1 year of call center experience 2. Ability to use/learn current technology and software applications related to this position. 3. Experience in the financial industry and/or in a Call Center preferred. Physical Demands/Conditions Requirements: 1. General office environment. 2. Sits/stands up to 7.5 hours per day. 3. Ability to work in a fast-paced environment. Equipment Used: General office equipment, primarily a telephone and headset and a computer and keyboard. Florence Bank is an Equal Opportunity Employer; Veterans, disabled, diverse candidates are encouraged to apply.

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Responsibilities

The Call Center Specialist primarily handles incoming telephone calls and emails to assist customers with various product and service-related questions or problems. They resolve issues through research and refer customers to additional products and services.