Contact Center Representative II

Charlesbridge•Weymouth, MA

3d•Onsite

About The Position

The Contact Center Rep II is responsible for the electronic delivery systems (including but not limited to video, phone, live chat, email), of the Bank’s products and services to external and internal clients and consumers. Fulfills a multitude of client service requests (including but not limited to processing financial transactions, account maintenance, password resets, resolving client concerns) accurately, efficiently and effectively in accordance with the Bank’s policies and standard operating procedures.

Requirements

High School Diploma or GED required.
Minimum of 24 months Banking Experience and/or Call Center experience or equivalent combination
Strong attention to detail
Integrity
Multitasker
Strong verbal/written communication and organizational skills is a must.
Experience with electronic delivery systems including Internet Banking, Mobile Banking/Mobile Deposit, eStatements, Bill Pay, etc. is required.
Basic knowledge of the banking and financial services industry including federal laws and regulations
Willingness to gain new knowledge and technical skills.
Intermediate typing skills to meet the production needs of the position.
Intermediate math skills: the ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals; locate routine mathematical errors; compute rate, ratio, and percent, including the drafting and interpretation of bar graphs.
Exceptional verbal, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, read, analyze, and interpret documents and professional journals, understand procedures, write reports, correspondence, and procedures, speak clearly to customers and employees.

Nice To Haves

Bilingual preferred – English and Spanish/Portuguese.

Responsibilities

Demonstrates an in-depth understanding of client interface technology, electronic delivery systems, and various software applications used by the Company.
Provides professional assistance to clients through electronic delivery systems, supporting a wide range of transactions and services.
Guides clients through account-related requests such as new account openings, account updates, and other electronic banking needs.
Promote and educate clients on the Bank’s electronic delivery services by identifying opportunities to enhance their banking experience.
Responds promptly and courteously to client inquiries, concerns, or complaints received through digital channels, ensuring issues are resolved efficiently and accurately.
Collaborate with team members to maintain service level standards and ensure all queues are handled effectively with departmental guidelines.
Maintains a professional and courteous demeanor in all client interactions, reflecting the Company’s commitment to exceptional client experience.
Conducts client research and follows established procedures to resolve issues or complete requests accurately.
Reviews and verifies electronic banking reports and processes to ensure data accuracy, fraud prevention, and compliance with departmental standards.
Develops critical thinking skills to proactively identify potential risk or unusual account activity to help prevent fraud and protect both the Bank and the clients.
Complete all internal Company training as assigned and required.
Adhere to the Company’s privacy and data security policies including but not limited to safeguarding of sensitive information and complying with relevant regulations to protect non-public information.
Exhibit the ability and desire to embrace and enhance the Company culture.
Stays informed on new technologies and electronic banking trends to better assist clients.
Consistently meets or exceeds individual and departmental performance goals.
Follows established procedures and contributes to continuous improvement efforts to enhance operational efficiency.
Protects the confidentiality and integrity of all clients and bank-related information in compliance with regulatory and company policies.
Maintains flexibility to work variable schedules between 7:00 AM & 7:00 PM, including Saturdays from 7:00 AM to 7:00 PM, as required.
Performs additional duties as assigned to support departmental and organizational objectives.
Adheres to the CARE model, demonstrating Client Focus, Accountability, Respect, and Excellence.
Expect to participate in internal and external training sessions and activities not described here which enhance the quality of service to the client.