Contact Center Specialist I

Middlesex Savings Bank•Westborough, MA

2d•$37,927 - $54,024

About The Position

The Contact Center Specialist I provides customer service through phone and email, processing transactions, resolving problems, assisting with complicated complaints, explaining bank products and services, and identifying customer needs to recommend appropriate solutions. The role supports internal and external customers in a fast-paced environment that requires accuracy, multitasking, effective listening, and clear communication. The specialist handles a variety of banking services, including teller transactions, checking and savings account withdrawals and balancing, research and account maintenance requests, online banking support, debit card assistance, and loan inquiries and applications. The role also involves fraud awareness, protecting customer information, following regulatory and department procedures, meeting call center performance expectations, completing training, and identifying process improvements. The specialist may work other shifts as needed to provide Information Center coverage.

Requirements

High school diploma.
6–12 months of customer service experience; banking, financial services, and/or inbound call center experience is preferred within this stated requirement.
At least intermediate technology skills and fluency in Windows operating systems and Microsoft Office tools.
Strong computer skills, including familiarity with multiple browsers, tabs, and windows.
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 skills.
Ability to respond to high-volume telephone inquiries.
Ability to sit for extended periods.
Flexibility to work other shifts as needed to provide coverage to the Information Center.

Nice To Haves

Bilingual candidates are highly encouraged to apply.
Customer service experience in banking, financial services, and/or inbound call centers.

Responsibilities

Communicate professionally with internal and external customers, identify their needs, provide information, and resolve complex issues by telephone and electronic channels.
Perform customer transactions, including teller transactions, checking and savings account withdrawals and balancing, research requests, and account maintenance.
Identify, support, and resolve customer service needs in a fast-paced environment while maintaining accuracy and managing multiple tasks.
Build rapport with customers with diverse personalities and maintain a professional, positive manner.
Independently handle customer interactions, including de-escalating situations when necessary.
Navigate multiple computer applications while interacting with customers.
Explain bank products and services and recommend options that meet customer needs.
Explain the ways customers bank through online and mobile technology and branch offices, including available services and channels.
Identify and report fraud or suspected fraud, remain aware of fraud threats, and take steps to protect customers and the bank.
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 respond to basic and complex loan inquiries.
Meet call center performance expectations, including measures such as calls handled, not-ready time, and wrap-up codes.
Complete required training on time.
Identify process improvement ideas with the management team.
Protect customer information by following department security guidelines and procedures.
Comply with applicable regulatory requirements and department practices and procedures.
Represent the Bank through participation in community and industry organizations and events, promote the Bank's business interests, and refer sales opportunities to other departments or Bank affiliates.
Work other shifts as needed to provide coverage to the Information Center.