Customer Support Associate

PeoplesBank•Holyoke, MA

About The Position

The Customer Support Associate plays a vital role in delivering a best‑in‑class customer experience for PeoplesBank. This position is responsible for supporting and enhancing service delivery across multiple customer interaction channels, ensuring timely, accurate, and seamless resolution of customer inquiries. The Customer Support Associate leverages strong product knowledge, problem‑solving skills, and a service‑oriented mindset to address complex customer needs, support internal partners, and uphold banking policies, procedures, and regulatory requirements. This role also contributes to continuous improvement efforts by identifying service challenges, supporting quality assurance initiatives, and helping maintain consistency and accuracy in call center processes and documentation.

Requirements

High school diploma or similar certification.
4+ years of banking or call center experience or an equivalent of education and experience.
Excellent communication skills including active listening
Service-oriented and able to help customers and peers
Ability to maintain up to date knowledge of banking policies
Proficiency in MS Office/365 (Word, Outlook, Excel, Teams)

Responsibilities

Monitor and manage the call center ticketing system to support timely resolution of customer inquiries and strengthen long‑term customer relationships.
Build and enhance customer relationships by actively assessing needs and delivering effective, solution-based support.
Identify, escalate, and support the resolution of emerging service issues to ensure consistent service delivery and customer satisfaction.
Accurately categorize, track, and manage workload across multiple service channels in accordance with established processes.
Resolve complex customer inquiries by applying strong product knowledge, sound judgment, and effective communication skills.
Ensure accuracy, completeness, and consistency of call center documentation and customer records.
Analyze trends, insights, and performance data to support quality assurance initiatives and ongoing training opportunities.
Serve as a primary point of contact for internal business partners regarding call center technology, processes, and service capabilities.
Ensure timely, accurate, and consistent communication of customer and associate data in compliance with Bank standards and practices.
Educate and coach associates on banking policies, procedures, and applicable regulatory requirements.
Approve and authorize transactions in accordance with assigned authority levels and established controls.
Complete all required compliance, regulatory, and assigned training within established timeframes.
Perform other related duties as assigned.