Service Center Specialist I

River Run Services LLC • Newburyport, MA

1d • $21 - $26

About The Position

River Run is a shared services organization that supports banking affiliates, Newburyport Bank, Pentucket Bank and Rollstone Bank & Trust. Answer customer inquiries and process routine transactions, providing basic support within the Service Center through various communication channels such as telephone, chat, email and ITM. Document customer interactions and strive to handle calls with efficiency and high quality. Deliver exceptional customer service.

Requirements

• High school diploma or equivalent.
• Strong verbal and written communication skills.
• Ability to handle difficult customers calmly and professionally
• Basic computer skills; CRM or call center software is advantage.
• Strong attention to detail and accuracy.
• Possess problem solving skills and ability to multitask while navigating multiple computer systems.

Nice To Haves

• Previous customer service or call center experience preferred.

Responsibilities

• Answer incoming customer calls and follow established protocols for verifying customer’s identity before providing any account specific information.
• Practice active listening skills to understand the customer’s questions and/or concerns.
• Process routine customer transactions, such as account transfers, balance inquiries and certificate of deposit renewals, check orders and address changes.
• Assist the customer with debit card disputes and requested limit increases.
• Provide customer with product and service knowledge during communication, as applicable and record customer interactions notes in the CRM system.
• Identify when the customer’s needs require assistance from another department; open work ticket for customer resolution and follow-up to resolve outstanding issues.
• Maintain updated knowledge on all Bank products, services, procedures, policies, and applicable regulatory and compliance requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED