Customer Care Center Representative

Mascoma Bank•White River Junction, VT

9d•Onsite

About The Position

Join Mascoma Bank as a Customer Care Center Representative and help us improve our clients' financial being! At Mascoma Bank, we aim to provide exceptional customer service while enhancing the lives of our customers and communities. The Customer Care Center Representative ensures that customer’s banking needs are handled in a friendly, accurate and timely manner, utilizing a variety of services and tools available. The Customer Care Center Representative is the bank’s telephone ambassador, creating a positive experience that directly contributes to customer satisfaction and loyalty. Provides a variety of customer service tasks. Utilizes knowledge based upon experience when interpreting policies and procedures, and making exceptions as required.

Requirements

Knowledge of computers/strong typing skills.
Strong written and verbal communication skills and proficiency in problem-solving.
Good interpersonal communication.
Professional appearance; casual dress is allowed as this is not a customer facing position; grooming and hygiene consistent with Mascoma Bank appearance policy
Excellent problem-solving skills required.
Excellent oral and written communication skills required.
Ability to maintain confidentiality and privacy of customer information.

Nice To Haves

Two (2) to three (3) years of branch experience as a personal banker preferred.

Responsibilities

Professionally handles a large volume of inbound and occasional outbound telephone calls.
Handle customer account transactions with accuracy and a sense of urgency.
Must be able to articulate a customer’s perspective and act on available information.
Must be able to work independently as well as in a team environment.
Must possess a high degree of tact, diplomacy, confidentiality, and professionalism when dealing with all types of customers.
Work collaboratively with all internal customers to resolve customer inquiries are handled in a timely and efficient manner.
Cover a wide variety of account maintenance responsibilities; including but not limited to speaking directly with customers to promote products and services to meet their needs and simplify their banking.
Work within the bank guidelines and goals to meet goals by: Interpreting and explaining customer options while considering policies and programs.
Insuring that approved operating policies and procedures are implemented and maintained while servicing the customer.
Continually identifying recommendations for improvements while using operating methods and procedures.
Providing customers with information and assistance; responding to a variety of customer questions or complaints.
Through excellent communication skills strives to meet established high customer satisfaction goals.