CUSTOMER ASSISTANCE REPRESENTATIVE

Cape & Coast Bank•Hyannis, MA

About The Position

If you’re someone who thrives on connection, loves solving problems, and takes pride in creating standout customer experiences, this could be the role for you. As the first point of contact for our customers, you’ll do more than answer questions - you’ll build relationships, anticipate needs, and make every interaction feel personal. You’ll serve as a trusted resource, guiding customers to the right solutions, connecting them with the right experts, and ensuring nothing falls through the cracks. In this role, your ability to listen, think on your feet, and genuinely care about the people you’re helping will make all the difference. Every call, email, and interaction is an opportunity to strengthen trust and deliver the kind of service that sets us apart. ESSENTIAL RESPONSIBILITIES Ensures that all incoming calls are forwarded to necessary staff (mortgage originators, loan servicing, deposit services, etc.) if unable to personally resolve the matter. Ensures the response to all interest e-mails from existing or new customers is done in compliance with the Bank’s service standards. Contacts existing customers to promote additional products or services. Remains knowledgeable of all Bank products to effectively cross-sell new or add-on products to develop full-service customer relationships. Monitors customer service concerns and follows up to resolve problems; takes all steps necessary to promote department effectiveness in conformance with established goals and objectives. Ensures compliance with policies and procedures. Positively and proactively reconciles problems and complaints referred by customers and other departments Ensures proper upkeep of assigned equipment and routine maintenance of equipment, while maintaining a neat and efficient work area. Remains educated on changes in Bank policies, procedures, products and regulatory compliance. Participates as an active member of various internal committees, as needed. Actively promotes the interest of the Bank whenever possible by participating in community and professional organizations. Perform other duties as may be required to ensure the ongoing effectiveness of the Call Center Department. The above is a description of the ordinary duties of the position. It should be expected that from time to time, other duties related and unrelated to the above, may be assigned and, therefore, required. Our history of success and commitment to exceptional customer service starts with our employees and we are seeking candidates who share our vision of excellence and distinction. In addition to working with our engaged and exceptional team members, the successful candidate will be provided with competitive salary and outstanding benefits that include health dental and vision insurance, generous 401(k) match and tuition reimbursement. The pay range provided reflects the established budget for this position and represents what the Bank reasonably expects to pay at the time of posting. The final offer will depend on various factors, including relevant experience, skill set, qualifications, and other job-related considerations. Member FDIC. Member DIF. Equal Opportunity Employer.

Requirements

Customer Service – Exceptional customer-focused skills to manage difficult and complicated situations; responding promptly to customer needs, responds to request for service and assistance.
Communication – Ability to interact brilliantly with customers, colleagues, and public
Problem Solving – Ability to think analytically and independently and be detail oriented.
Professionalism – Upholds a consistent professional appearance and demeanor, both in person and on phone.
High School Diploma/GED plus specialized training.
Two years of banking or call center experience.
Ability to maintain confidentiality; with tact and diplomacy.
Ability to lift and carry up to 25 pounds on an occasional basis.

Responsibilities

Ensures that all incoming calls are forwarded to necessary staff (mortgage originators, loan servicing, deposit services, etc.) if unable to personally resolve the matter. Ensures the response to all interest e-mails from existing or new customers is done in compliance with the Bank’s service standards.
Contacts existing customers to promote additional products or services. Remains knowledgeable of all Bank products to effectively cross-sell new or add-on products to develop full-service customer relationships.
Monitors customer service concerns and follows up to resolve problems; takes all steps necessary to promote department effectiveness in conformance with established goals and objectives. Ensures compliance with policies and procedures.
Positively and proactively reconciles problems and complaints referred by customers and other departments
Ensures proper upkeep of assigned equipment and routine maintenance of equipment, while maintaining a neat and efficient work area.
Remains educated on changes in Bank policies, procedures, products and regulatory compliance.
Participates as an active member of various internal committees, as needed. Actively promotes the interest of the Bank whenever possible by participating in community and professional organizations.
Perform other duties as may be required to ensure the ongoing effectiveness of the Call Center Department.