Call Center Representative - Lowell

Rockland Trust•Lowell, MA

8d•$20 - $24•Onsite

About The Position

Rockland Trust is hiring a Call Center Representative to provide customers with professional, high-quality service across a range of banking needs, including loans, checking accounts, and online banking. The representative handles incoming customer calls according to established policies and procedures, identifies customers’ financial needs, and works to resolve inquiries efficiently. This is an in-office role, with location flexibility among offices in Brockton, Franklin, Lowell, and Plymouth. Pay is $20–$24 per hour. The role includes opportunities to support customers and colleagues and contribute to the community through outreach and volunteer work. Rockland Trust provides a training program with ongoing classes to prepare and support employees throughout their careers. The company describes its workplace as respectful and inclusive and offers reasonable accommodations to enable individuals with disabilities to perform essential functions.

Requirements

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

Nice To Haves

Four-year college degree or equivalent work experience preferred.
Prior customer service experience preferred.
Prior sales experience is a plus.

Responsibilities

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 when needed.
Document interactions accurately 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 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 for call quality, attendance, and productivity.
Maintain a positive and patient attitude in all situations.
Perform other duties as assigned by CIC management.