Contact Center Specialist II at Middlesex Savings Bank

Westborough, Massachusetts, United States -

Full Time

Start Date

Immediate

Expiry Date

14 May, 26

Salary

54024.0

Posted On

13 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Active Listening, Clarity of Speech, Tone Reading, Transaction Processing, Problem Resolution, Complaint Resolution, Product Knowledge, Needs Assessment, De-escalation, Multi-tasking, Computer Navigation, Online Banking Assistance, Fraud Detection, Call Center Statistics, Security Guidelines, Regulatory Compliance

Industry

Banking

Description

About Us This is a Hybrid position located in Westborough, MA. The Bank requires to be on-site for training and onboarding. Following successful completion, discussion will be held regarding transition to hybrid work Overview The Contact Center Specialist I is a key role focused on providing exceptional service through various communication channels, including phone and email. The specialist is expected to be highly proficient in processing transactions, resolving problems, aiding in the resolution of complicated customer complaints, understanding and explaining all Bank products and services, and identifying customer needs and recommending appropriate solutions. Responsibilities Effectively communicates and assists both internal and external customers in a professional manner, identifying their needs, providing information, and resolving complex issues via telephone and electronic means. Must possess 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 teller transactions, processing of checking and savings account withdrawals and balancing duties. Identify, support and resolve 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. Builds a positive rapport with a diversity of personality types, maintaining a professional attitude and a positive manner. Must possess the ability to handle independently any customer interactions that may include a de-escalation of a situation. Navigate multiple computer applications while interacting with customers. Must possess an in-depth knowledge of products and services in a confident assured manner and offer what will work best to successfully meet customer needs. Process account transactions, research requests and account maintenance requests. Demonstrate an understanding of the multiple ways customers’ bank using online and mobile technology and branch offices. Explain the services and various channels. Identify and report fraud or suspected fraud occurrences. Is continuously aware of fraud engineering threats and steps to take to protect customers and the bank. Provide online banking assistance with password resets, secure access codes, bill pay and stop payment requests. Provide assistance with debit card travel alerts, daily limit increases, card activation/deactivation, suspected fraudulent transactions and new card orders. Assist with loan applications. Address basic and complex loan inquiries. Meets expectations for all call center related statistics, including but not limited to measurement of calls handled, not ready time and wrap-up codes. Complete all training requirements on time. Identify 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 and promotes 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 is required Work Experience 6-12 months customer service preferably in banking, financial services and/or inbound call center experience is 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 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, and weekends. Must be flexible and be able to work other shifts, as needed, to provide coverage to the Information Center. Must be able to sit for extended periods of time. Bilingual candidates are highly encouraged to apply. Expected Pay Range The expected annual pay range for this role is $37,927 to $54,024. This pay range is the annual salary we in good faith expect to pay for this role at the time of posting. Actual compensation paid may fluctuate higher or lower than the posted range and the range may be modified in the future due to several factors including, but not limited to, relevant experience, certifications, and qualifications, internal equity, adjustments to the requirements and responsibilities of the job, business needs, and economic and market data. EEO Statement Middlesex Savings Bank is an Equal Opportunity Employer/protected Veterans/Individuals with Disabilities

Responsibilities

The specialist provides exceptional service via phone and email, focusing on processing transactions, resolving complex customer issues, and recommending appropriate bank products and services. Key duties include handling teller transactions, managing account maintenance requests, and assisting with online and mobile banking inquiries.