Call Center Representative Trainee

unibank • Whitinsville, MA

1d • $18 - $21 • Onsite

About The Position

We have a unique opportunity to join our Call Center team as our newest Trainee in a full-time role. We are a group of talented, professional individuals passionate about supporting our customers and co-workers. We’re looking for someone who believes in the mission of a community bank, who gets excited about learning new things, strives to provide exceptional service and thrives in an environment where you’ll be challenged every day. If being part of a team that gets to make a difference, has an opportunity to learn about all aspects of our business and wants to have fun along the way each day – then come join us! Assists UniPay customers with questions or issues regarding their accounts received via phone. Calls are predominantly routine, but may require deviation from standard screens, scripts, and procedures. Uses computerized system for tracking, information gathering, and/or troubleshooting. Position requires moderate knowledge of the UniPay product and/or services. Must have good communication and problem-solving skills. This is an entry level position with the intent to cross train to the “bank call center” skill set.

Requirements

• HS Diploma or equivalent required.
• Knowledge of customer service practices and technology highly preferred
• Experience in a call center environment helpful
• Minimum 1 year of previous banking or business experience required.
• Superior listening, verbal, and written communication skills
• Ability to handle stressful situation appropriately.
• Bilingual (Spanish or Portuguese) a plus
• Intermediate to advanced skills in Microsoft Office.
• Must be able to work without direct supervision, solve problems, perform under stressful conditions, use internet for research.
• Manage multiple priorities and adapt to change within a fast-paced business environment.
• Must have excellent oral, written, interpersonal, math and computer skills.

Responsibilities

• Exceeds customers’ service and sales expectations in an inbound call center environment. Occasionally required to make outgoing calls as requested.
• Accurately complete online account transactions, maintenance and service requests from UniPay customers
• Maintain an understanding of UniPay products and services, procedure, policies and appropriate regulatory issues.
• Cross-sell features of the UniPay services.
• Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objection.
• Strong work ethic and able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
• Meet Quality Assurance and cross-sell requirements and other key performance metrics with a strong attention to meeting daily service levels with accuracy.
• Provides branch teller and switchboard coverage as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED