Contact Center Specialist I

Middlesex Savings Bank•Westborough, MA

About The Position

The Contact Center Specialist I provides customer service through phone and email, processing transactions, resolving problems and customer complaints, explaining Bank products and services, and identifying customer needs to recommend appropriate solutions. The role assists internal and external customers in a fast-paced environment while maintaining accuracy, effective communication, and a professional manner. The specialist handles teller transactions and checking and savings account requests, provides online banking and debit card assistance, and addresses loan inquiries and applications. The role also identifies and reports suspected fraud, protects customer information, follows applicable regulations and procedures, meets call center performance expectations, completes required training, and identifies process improvements. The specialist may refer sales opportunities to other departments or Bank affiliates and represent the Bank at community and industry events.

Requirements

High school diploma.
6–12 months of customer service experience; banking, financial services, and/or inbound call center experience preferred within this required experience statement.
At least intermediate technology skills, including fluency with Windows operating systems and Microsoft Office tools.
Strong computer skills, including familiarity with multiple browsers, tabs, and window navigation.
Self-motivation and ability to work well in a team environment.
High energy level, strong sense of urgency, and excellent communication, customer service, telephone etiquette, and grammar.
Ability to respond to high-volume telephone inquiries.
Ability to sit for extended periods.

Nice To Haves

Bilingual candidates are highly encouraged to apply.

Responsibilities

Communicate professionally with internal and external customers and resolve complex issues by telephone and electronic channels.
Process teller transactions, checking and savings withdrawals and balancing, research requests, and account maintenance requests.
Identify, support, and resolve customer service needs in a fast-paced environment requiring accuracy and multitasking.
Build rapport with customers, maintain a positive professional manner, and independently de-escalate interactions when needed.
Navigate multiple computer applications while interacting with customers.
Explain Bank products, services, and banking channels, and recommend solutions suited to customer needs.
Identify and report fraud or suspected fraud, and remain aware of fraud threats and protective steps.
Assist with online banking, including password resets, secure access codes, bill pay, and stop payment requests.
Assist with debit card travel alerts, daily limit increases, card activation and deactivation, suspected fraudulent transactions, and new card orders.
Assist with loan applications and address basic and complex loan inquiries.
Meet call center performance expectations, including calls handled, not-ready time, and wrap-up codes.
Complete training requirements on time and identify process improvement ideas with the management team.
Protect customer information by following department security guidelines and procedures, and comply with applicable regulations and department practices.
Represent the Bank through participation in community and industry organizations and events, promoting the Bank’s business interests.
Refer sales opportunities to other departments or Bank affiliates in support of established objectives.
Work other shifts as needed to provide Information Center coverage.