Contact Center Representative

NESB•Whitman, MA

44d•$23 - $24•Onsite

About The Position

Here at North Easton Savings Bank, we exist to invest our time and resources locally and to improve the quality of living, working and raising a family in each of the communities we serve. Recognized as a Top Place to Work, our continued investment in growth and innovation doesn’t end with just our products and services - let NESB invest in your tomorrow by starting a career with us today . Shop Local. Bank Local. Work Local. Position Summary As a Contact Center Representative, you’ll be an important part of how NESB supports customers beyond the branch. Serving as a knowledgeable and friendly resource, you’ll assist customers with their banking needs through phone, email, and other digital channels. Leveraging your strong communication and problem-solving skills, you’ll provide accurate information, resolve issues, and recommend banking solutions that help customers reach their financial goals. What you will do In this role, you’ll support customers while helping the Contact Center meet service and sales goals. A typical day may include:

Requirements

A high school diploma or equivalent.
One to two (1–2) years of banking, contact center, or customer-facing service experience preferred.
Exceptional customer service skills with the ability to build rapport quickly.
Strong verbal and written communication skills with clear, professional phone etiquette.
Comfort working with computers, including data entry and web-based applications.
The ability to navigate multiple systems while maintaining engaging customer conversations.
Strong attention to detail and a commitment to protecting confidential information.
A collaborative mindset with a focus on achieving service, quality, and sales goals.

Responsibilities

Answering incoming calls and electronic inquiries from customers seeking assistance with accounts, products, and services.
Greeting customers professionally and identifying their needs while providing exceptional service.
Processing account-related requests including deposits, withdrawals, payments, and general account inquiries.
Recommending relevant banking products and services based on customer needs and referring customers to specialists when appropriate.
Following up with customers through outbound calls to assist with service requests or welcome them to new products and services.
Meeting or exceeding service, productivity, and referral goals established by the bank.
Navigating internal systems and online resources to efficiently assist customers and document interactions.
Handling customer concerns with professionalism, empathy, and effective problem-solving.
Maintaining compliance with all bank policies, procedures, security standards, and regulatory requirements.
Participating in required regulatory and internal training programs.
Supporting the overall success of the Contact Center team.