Part Time Call Center Representative Trainee

Rockland Trust Company•Plymouth, MA

2d•Onsite

About The Position

At Rockland Trust, we believe that each relationship matters – and that starts with our Call Center Representatives. We take pride in the care and excellent service provided by our call center staff. We handle it all – from loans to checking accounts, online banking, and more – you will engage customers in all areas of banking, as well as identify any financial needs they may have. This is an in-office role. Flexible among our offices in Brockton, Franklin, Lowell, and Plymouth. As a Call Center Representative, you will have many opportunities to provide exemplary service to our customers and colleagues, as well as support our communities through outreach and volunteer work. We have a fantastic training program that will prepare and support you throughout your career with ongoing classes.

Requirements

High School diploma required
Basic understanding of banking or finance
Good communication, problem-solving, and organizational/time management skills required
Proficient computer skills, use of Microsoft Office, and ability to navigate multiple systems without assistance

Nice To Haves

4-year college degree or equivalent work experience preferred
Prior customer service experience preferred
Prior sales experience a plus

Responsibilities

Service incoming customer calls following established policies and procedures in an efficient and quality manner.
Handle a high volume of inbound and outbound customer calls professionally and courteously.
Listen to customer needs and provide clear, accurate information and solutions.
Process transactions correctly and confirm details with callers to ensure mutual understanding.
Resolve basic issues on the first call and escalate complex matters as needed.
Accurately document interactions and follow call scripts, quality standards, and company policies.
Use available resources and communication skills to prevent escalations.
Identify opportunities to grow customer relationships through referrals.
Complete all training requirements on time and suggest process improvements to CIC management.
Serve as a peer coach for new hires when qualified.
Report system issues promptly and maintain performance metrics (call quality, attendance, productivity).
Maintain a positive and patient attitude in all situations.
Perform other duties as assigned by CIC management.