Online Banking Specialist (Customer Service Center)
About The Position
Our esteemed client, a trusted and community-driven financial institution throughout New England, is seeking a dedicated and customer-centric Online Banking Specialist to join their dynamic team. This role is ideal for a service-oriented professional with a passion for helping others and a proven track record in high-volume call center environments—especially within financial services. As an Online Banking Specialist, you’ll be the voice of the bank’s digital experience, providing empathetic, efficient, and expert support to online banking customers. You’ll handle a high volume of inquiries with precision and care, ensuring each interaction reflects the bank’s commitment to excellence and community values.
Requirements
- Minimum 1+ year experience in a high-volume call center (financial services preferred)
- Proven ability to problem-solve efficiently while maintaining a high standard of service
- Strong interpersonal and communication skills—able to build rapport quickly and effectively
- Demonstrated ability to learn and retain complex product and system knowledge
- Comfortable with proprietary systems and Excel-like interfaces; strong computer literacy required
- High school diploma or GED required
- Excellent written and verbal communication skills
- Strong organizational skills and attention to detail
- Ability to work independently and exercise sound judgment
- Reliable attendance and a sense of urgency in a deadline-driven environment
- Naturally empathetic and customer-focused mindset
Nice To Haves
- Spanish bilingual skills are a plus, but not required
Responsibilities
- Deliver exceptional service via phone and email to online banking users with professionalism and warmth
- Resolve 50+ inbound inquiries daily, navigating multiple systems with composure and accuracy
- Respond to internal and external email inquiries with clear, timely, and well-written communication
- Process new online account setups and maintain existing accounts
- Act as a liaison between customers and third-party service providers
- Support other areas of the call center as needed
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
501-1,000 employees
